Contact Center Solutions Featured Article

ICCM's e-Service Desk Solution Now Available to the U.S. Market

December 03, 2008

Metastorm, a provider of Business Process Management (BPM), Business Process Analysis (BPA), and Enterprise Architecture (EA) software, announced on Tuesday that its U.K.-based partner and a supplier of ITIL Service Management and Helpdesk Software, ICCM Solutions, has been appointed to market its e-Service Desk.
 
e-Service Desk is a helpdesk management solution built upon the Metastorm (News - Alert) BPM platform. The service, which was initially available in the U.K., is now available in the United States under the guidance of John M. Clark, who is the President of ICCM U.S. LLC.
 
"I am pleased to be leading ICCM's expansion and working closely with Metastorm as we extend our reach into the U.S. market," said John Clark, president of ICCM U.S. LLC.
 
"ICCM offers an extremely innovative solution and this expansion will help the company build new relationships that will foster ICCM's growth in the U.S. market."
 
Recognized for its process enabled design, the e-Service Desk can be integrated to deliver a range of applications including the provision of mobile solutions through BlackBerry (News - Alert) mobile devices.
 
This highly flexible and configurable service management solution can be implemented quickly, with minimal disruption to organization's working practices.
 
"Metastorm has worked very closely with ICCM in the U.K. for many years and our relationship has proven very successful," said Mike Shaw, executive vice president of Americas operations for Metastorm.
 
"Built on the Metastorm BPM software, ICCM's e-Service Desk is a very powerful solution and we have no doubt that the U.S. market will embrace its availability. Using e-Service Desk to streamline customer service processes, clients will be able optimize resources and increase productivity by deploying a solution that provides customer self-service portal functionality."
 
Currently, ICCM and Metastorm customers include Admiral Insurance, BBC Worldwide, Qualcomm, British Transport Police and Telenor (News - Alert).

Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.

Edited by Stefania Viscusi

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