Altitude Software powers new contact centre at leading Russian real estate developer PIK Group

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Altitude Software, a global leader in contact center technology, and BELTEL, the leading systems integrator, today announced the implementation of a new contact center at leading Russian real estate developer PIK Group, with a clear impact on efficiency and improved customer service.

PIK Group is a leading Russian real estate developer, focused on large-scale residential projects within the Moscow Metropolitan Area and selected Russian regions. Since its foundation in 1994, PIK Group has become a market leader in the mass-market residential property sector, having completed over 180 000 apartments of affordable housing across the country. The Group has a substantial and diversified land bank and a dedicated, professional team, with over 11,000 employees.

Read More at http://www.callcentreclinic.com/news/call-centre-solutions/altitude-software-powers-new-contact-centre-at-leading-russian-real-estate-developer-pik-group--46976.htm

Twitpic founder quietly launches Helpmint, seems to have abandoned would-be Twitter rival Heello

http://it-help-desk-software.blogspot.com/2012/07/twitpic-founder-quietly-lau...

Twitpic founder Noah Everett yesterday quietly launched his new venture, called Helpmint, in public beta.
helplogo Twitpic founder quietly launches Helpmint, seems to have abandoned would be Twitter rival HeelloIt’s an online tool that wants to enable companies to provide better online customer service by turning Twitter, SMS and email incoming into a single comprehensible conversation stream.

From the looks of it, companies will also be able to create an online knowledge base that allows customers to contact them with a single click in case it they are unable to find what they are looking for.
The service is currently free for 1 customer service rep and costs $24 per month for additional agents.

Read more @ http://thenextweb.com/insider/2012/07/12/twitpic-founder-quietly-launches-helpmint-seems-to-have-abandoned-would-be-twitter-rival-heello/

Salesforce service Desk launches an iOS app to make customer support an untethered task

http://it-help-desk-software.blogspot.com/2012/07/salesforce-service-desk-lau...

Desk.com (previously Assistly), the customer support service acquired by Salesforce last year, has dropped version one of its iOS app, which will allow its customers to interact with their community on the go.

 The team announced the app on its Twitter account, and it looks pretty full-featured for a mobile app.

Read more @ http://thenextweb.com/apps/2012/07/13/salesforce-service-desk-launches-an-ios-app-to-make-customer-support-an-untethered-task/

3CLogic and VA Associates Partner to Offer Cloud Based Integration of IT Service Management with Contact Centers

http://it-help-desk-software.blogspot.com/2012/07/3clogic-and-va-associates-p...

3CLogic and VA Associates today announced their partnership to offer a new class of innovative services that combine IT Service Management and call center telephony under one umbrella. With this new offering, IT Service Management and call center services are hosted on and delivered from the “Cloud” such as Amazon Web Services (AWS) or others, as a unified service.

This presents a new paradigm shift for Government and Commercial markets as they move from in-house, big box computing to a utility service that is much more flexible and cost effective.

Read more @  http://www.virtual-strategy.com/2012/07/12/3clogic-and-va-associates-partner-offer-cloud-based-integration-it-service-management-con

Symantec adds cloud capabilities to MSPs

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The Partner Management Console simplifies the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec.cloud Security firm Symantec has introduced several new cloud capabilities, including the availability of the Symantec Partner Management Console.

The Partner Management Console is a tool that utlises a single web-based portal to simplify the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec cloud.

The new capabilities are a part of Symantec's MSP strategy which delivers applications in an easier and more cost effective way to manage security and backup applications as managed services.

Read more @  http://security.cbronline.com/news/symantec-adds-cloud-capabilities-to-msps-110712

SupportBee – The helpdesk software that simplifies the support service business

http://it-help-desk-software.blogspot.com/2012/07/supportbee-helpdesk-softwar...

With a give-away name like this, what the startup SupportBee does is a no brainer. It provides companies with a software solution to solve their customers’ problems in a manner that is effective. The most common approach for small enterprises has been using Gmail, but that apart from being ineffective is cumbersome.

Read more @http://www.pluggd.in/supportbee-features-297/

The Pros and Cons of Web Based Help Desk Software

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Non-IT people don’t spend time thinking about help desk software. When they interact with their IT Help Desk, many of them subconsciously believe they’re using a magical portal where they express their lamentations, and an IT worker with his or her magical skills will make everything better.

This setup is actually beneficial to both IT workers and civilians. The less they have to think about how they’re interacting with the powerful wizards behind the IT Help Desk, the happier they are. And happy civilians make for happy IT workers.

“So you’re telling me I have to use a computer to run the software. Have I got that right?”

That’s why your Help Desk software is so important, and it’s one of the reasons why web-based Help Desk software is poised to take over. Here are some of the pros and cons of moving all your Help Desk  to the Web.

Read  more @ http://www.samanage.com/blog/2012/07/the-pros-and-cons-of-web-based-help-desk-software/

Zendesk Now Offers Facebook Private Messages For Customer Service

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Zendesk has a new feature out today, that lets customers send private Facebook messages that automatically go to agents as Zendesk customer service tickets.

What this means? It’s getting easier than ever to get your questions answered or customer service issues resolved. It also points to the blurring lines between work apps and personal ones. And without question, it shows how our work and personal lives criss cross more than ever.

Read more @ http://techcrunch.com/2012/07/10/zendesk-now-offers-facebook-private-messages-for-customer-service/

SDITS - The Service Desk & IT Support Show Highlights

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From the official website,  here the description goes...

"The Service Desk & IT Support Show took place on 24th & 25th April at Earls Court and saw thousands of IT Service Management & IT Support professionals pass through its doors.

The 2012 show featured nearly 80 exhibitors showcasing some of the most innovative and exciting solutions and services on the market today.  Visitors also took full advantage of the free comprehensive educational programme, with many of the seminars standing room only."

Check out some SDITS photos here