SunView Launches New Innovations for ChangeGear Mobile and Web Platform to Drive End-User Engagement

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Award-winning ITSM provider set to roll out new mobile experience along with updates to ChangeGear 7 platform.

SunView Software announced today the release of a new mobile experience along with more AI-powered innovations to its flagship ChangeGear 7 platform. Following a previous announcement to improve IT self-service in ChangeGear, the company rolled out new platform capabilities to help IT organizations increase end-user adoption of self-service, automate tier one support, reduce ticket volume, and increase end-user satisfaction.

Introducing ChangeGear for Mobile – A Complete ITSM Experience in Your Pocket

Whether it’s submitting requests, checking the knowledge base or tracking the status of incident tickets, end-users demand quick and convenient access to their IT Service Management services. The ChangeGear mobile experience provides easy access to ITSM services by providing end-users a dynamic and portable solution for interacting with IT support resources. The mobile app personalizes the user experience by automatically configuring the mobile environment to show only the ITIL processes and services available for a given user’s role permissions.

Meet Willow, an Intelligent Virtual Assistant for IT Service Management

ChangeGear’s chatbot assistant uses conversational UI powered by SunView’s award-winning Service Smart Technology to intelligently analyze user questions and provide immediate support. Nicknamed Willow, this fully configurable chatbot uses advanced Natural Language Processing to understand end-user requests and return real-time answers to common service issues without engaging the help desk staff.

Improving End-User Satisfaction

ChangeGear’s Smart Responder feature delivers contextual suggestions from the knowledge base along with accurate resolution time estimates directly to end-users via automated email notifications. Additionally, IT staff can use predictive analytics and sentiment tracking to monitor sentiment trends over time and take proactive measures (automated escalations, alerts, etc.) to keep their end-users happy.

“With the release of these new features for the ChangeGear 7 platform, we are iterating on the success we’ve had with AI and Service Smart Technology to allow end-users to proactively solve problems and get answers from IT - no matter where they are or what device they’re using,” said Seng Sun, CEO of SunView Software.

About SunView Software: Founded in 2003, SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization. SunView Software is a privately held company based in Tampa, Fla. Visit for more information.

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