“RESOLVE 5 delivers the entire set of capabilities required for scaling network and IT operation service support through integrated process guidance, automation, integration and collaborative process improvement," said Duke Tantiprasut, Ph.D., CTO, gen-E.
San Clemente, California (PRWEB) September 16, 2014
gen-E, provider of a fully integrated approach to accelerating incident resolution in network and IT operations, today announced the availability of RESOLVE Software System 5 which adds a long list of new features designed to empower IT and network operations’ personnel and L1 agents with the right tools to resolve incidents of all types faster and more efficiently.
RESOLVE already provided a set of features, unparalleled in the market, that have been proven to decrease costs related to support by up to 200 percent within just months of deployment. The new features in RESOLVE 5 are designed to improve productivity even more while increasing the quality of service and customer satisfaction of end users by resolving incidents faster than ever.
“With RESOLVE 5, we solidify our leadership in defining the new standard for accelerated incident resolution,” said Duke Tantiprasut, Ph.D., CTO of gen-E. “RESOLVE 5 delivers the entire set of capabilities required for scaling network and IT operation service support through integrated process guidance, automation, integration and collaborative process improvement. It also puts the much needed focus on incident resolution automation which is key to improving first call resolution and shifting work from L2 agents and subject matter experts to L1 agents and automating repetitive tasks.”
This major release provides service support agents with a new user experience for guided problem resolution. Agents are presented with Resolution Dashboards for problem isolation of complex services, deep triage with Dynamic Decision Trees and accelerated diagnostic and repair through embedded automations. RESOLVE 5 dramatically improve agent productivity by creating a more streamlined set of instructions which allows them to more quickly resolve incidents as they arise.
Longtime gen-E customer Consolidated Communications provides advanced communications services, including local and long distance telephone, high-speed Internet access and Digital TV, to both residential and business customers in California, Kansas, Missouri, Illinois, Texas and Pennsylvania. Consolidated Communications recently upgraded to RESOLVE 5 and has already seen tremendous performance improvements, according to Chris Smith, Director, Network Tools and Operations.
"Using RESOLVE, we were processing almost a million action tasks per day. With RESOLVE 5 we are able to further improve redundancy and performance, which has increased the reliability of the Runbook Automation practice in our organization and allowed us to leverage the many new UI enhancements it offers," said Smith. "The UI changes, Wiki Builder, Worksheet Searching capabilities, and other new features further streamlines the usage in our environment and improves our ability to retrieve effective insight by mining data from the action tasks that are performed throughout the network."
About the RESOLVE Software System
Award-winning RESOLVE uniquely provides comprehensive capabilities for applying automation to all incident resolution procedures in network and IT operations, including the full automation of select procedures for complete machine execution, and the partial automation of engineer-driven procedures, where automated steps can be embedded into guided manual procedures. RESOLVE also drives collaboration, feedback and continuous improvement to processes, critical to maintaining complex, constantly changing operational environments.
RESOLVE is accelerating incident resolution at major corporations around the globe, including Charter, Earthlink, Virgin Media and T-Mobile.
Headquartered in California, gen-E is a global software company setting the standard for how automation can be utilized by network and IT operations organizations to dramatically improve the ability to diagnose and resolve issues as they happen. For more information, please visit http://www.gen-e.com.