Contact Center Solutions Featured Article

February 05, 2008

ScriptLogic Lets Users Solve Their Own Minor IT Problems

By Tracey E. Schelmetic


When is the last time you had to pick up the phone or send an e-mail to an IT person in your company for some issue you were having that was so extraordinarily minor you were actually embarrassed to ask? Forgot your password, for example. If you're like most workers, it wasn't very long ago. And if you calculated what that password reset cost your company in terms of an IT support staff member's time, chances are, you'd be even more embarrassed.

ScriptLogic Corporation, which provides systems lifecycle management solutions for Microsoft (News - Alert) Windows-based networks, announced today the availability of the ScriptLogic Incident Management Solution, a bundled solution that combines the company's previously released Desktop Authority Remote Management Gateway (News - Alert) and ScriptLogic BridgeTrak with Desktop Authority Password Self Service to provide IT administrators with a comprehensive strategy for incident prevention, management and response. Desktop Authority Password Self Service, which is generally available now, allows end users to solve their own password problems, including password reset requests, thereby reducing the number of calls and trouble ticket requests to the help desk.

Password resets and other minor user issues take up an extraordinary amount of an IT staff's time and energies: rote work that wastes the efforts of technical people whose time could be much better spent solving larger problems on behalf of a company and carrying out much higher-level duties.

“IT administrators, especially those in small-to-medium sized businesses, note that a significant amount of their day is spent correcting end user IT problems, decreasing the time available for strategic IT projects,” said Nick Cavalancia, vice president of Windows management at ScriptLogic (News - Alert). “As we aim to address our customers’ daily challenges, ScriptLogic now offers a full range of help desk tools to increase incident management efficiency and enhance end user productivity by as much as 40 percent. The ScriptLogic Incident Management Solution is designed to reduce the influx of help desk calls, and lower support costs.”

Desktop Authority Password Self Service includes a number of features designed to mitigate help desk challenges and increase IT efficiency including easy password resets, seamless Windows integration, flexible password policies, user identification and e-mail integration. Desktop Authority Password Self Service also provides stronger user authentication by defining challenge questions and the number of questions users must answer based on personal profiles.

While ScriptLogic’s help desk tools exist as standalone products for an IT administrator’s specific needs, ScriptLogic has bundled the tools to provide cost savings and offer customers a comprehensive solution for incident management.

Prevent. ScriptLogic customers can prevent incidents using Desktop Authority Password Self Service, allowing end users to independently correct password problems, the most common reason for help desk calls. When paired with ScriptLogic’s Desktop Authority, Desktop Authority Password Self Service allows the proactive creation of managed user environments and eliminates a bulk of incidents before they happen.

Manage. With ScriptLogic BridgeTrak 7.0, a comprehensive help desk software offering seamless trouble ticket tracking to reduce the entire lifecycle of a desktop issue, administrators capture, prioritize and process incidents.

Respond. IT administrators may respond to incidents with Desktop Authority Remote Management Gateway, which features Desktop Authority’s award-winning remote management client for remote computer control, extending its reach to users across both the local area network (LAN) and the Internet. Further, using Desktop Authority, IT administrators can update the user environment to prevent a similar incident from happening again.

“Addressing our staff’s help desk issues had become a daunting task with administrators spending up to half of their days correcting standard problems,” said Sebastian Motta, project manager, Connecticut Physicians’ Services. “Following the deployment of ScriptLogic BridgeTrak, we noticed a significant decrease in the amount of time it takes to correct a problem, allowing us to focus on other business objectives.”

For more information, visit www.scriptlogic.com.


Related Contact Center Solutions Articles

    TMCnet Contact Center Solutions Week in Review

    It is almost difficult to know where to begin, given all of the interesting contact center activities around the world. However, a great place to begin is with the Editors Choice feature by TMCnet contributor Tracey E. Schelmetic about a terrific webinar sponsored by Interactive Intelligence, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be read.," The webinar featured Forrester Research principal analyst, Art Schoeller, Interactive Intelligence senior vice … [ Read More ]
    02/11/2012

    Aegis Lands in Magic Quadrant

    Global outsourcing provider Aegis Limited has been named as one of 16 firms in Gartner Inc's 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide. [ Read More ]
    02/10/2012

    Interactive Intelligence Hires Mitchell Phillips as Australian Territory Manager

    Interactive Intelligence Group, Inc., a global provider of unified business communication solutions for contact centers, unified communications, and business process automation, was in need for someone to take over their Australian territory. The company announced that Mitchell Phillips seems to be the new man for the job. [ Read More ]
    02/10/2012

    DOW Networks Ready to Meet Demands of Next Generation VoIP Call Center

    Telecom Company DOW Networks is expanding its services to support growing demand of its contact center clients around the world. The company will soon be designing and building a new data center to provide increased disaster recovery and redundancy for its call center services and international toll free numbers clients. [ Read More ]
    02/09/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.