| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 5124.1 | | BBRDGE::LOVELL | � l'eau; c'est l'heure | Fri Feb 07 1997 16:35 | 16 |
| Which help desks?
I believe the recent SBU call-center was written up in a huge publicity
campaign promoting the TurboLaser and the 3rd party call-center
software - you might even find the info somewhere in this notesfile.
If you are talking about the MCS help desks, it would be fair to say
that we use just about everything known to mankind with a strong
emphasis on custom developed call handling and diagnosis tools for the
older (proprietary) business. The newer (Desktop and open systems)
business uses a lot more "off-the-shelf" type of software systems
support but as that whole area is under significant review and vendor
appraisal at the moment, I would consider further info to be
commercially confidential.
/Chris/
|
| 5124.2 | | INDYX::ram | Ram Rao, PBPGINFWMY | Fri Feb 07 1997 16:37 | 6 |
| The call center is discussed in 4996.
The software used by the Call Center is from Siebel. Check out
http://www.siebel.com
Ram
|
| 5124.3 | What CCS uses | KYOSS1::FEDOR | Leo | Fri Feb 07 1997 16:43 | 9 |
| Your friends at CCS utilize TARGET Hotline with VMS, from Applix in
Marlboro. It's the RMS version, runs on 2 clustered Alpha 2100s, but I
believe they have a product that uses a relational database. We're
using the character-cell version, there is a client-server version.
Contact David Vaughan (CSSE::VAUGHAN) for info on some of the
technical aspects of what the Call Center has.
Leo
|
| 5124.4 | | SNAX::ERICKSON | | Fri Feb 07 1997 17:13 | 11 |
|
Applix is located in Westboro Ma. http://www.applix.com. Here in
HLO (Digital Semiconductor), we are using TARGET Hotline, but are in the
process of switching to Applix Service. Which is part of there Applix
Enterprise suite of tools. Applix is pretty open in terms of what
hardware/software you want to use. We will be running Windows NT V4.0
on the desktop, with the database being an AlphaServer 2100 running
MS SQL V6.5.
Ron
|
| 5124.5 | NPBU uses Clarify | NPSS::JOHNSON | Mike J., Network Products Support | Mon Feb 10 1997 12:03 | 8 |
| Here in the Network Product Business, we use Clarify, a very high end Call
Handling System. Specifically, we use their ClearSupport module which is
primarily aimed at post-sales / remedial support. However, Clarify has several
modules for everything from presales to Field Logistics.
Like everyone else, they are on the Web at www.clarify.com
/mj
|
| 5124.6 | memory errors increasing with age | DSNENG::KOLBE | Wicked Wench of the Web | Mon Feb 10 1997 14:04 | 4 |
| Of course I can't remember enough to be really useful but I believe
MCS has a help desk service that will help set up or even run a
company's help desk. I know we do consulting on help desk setups.
Anybody else have more info? liesl
|
| 5124.7 | DSD = MCS + OMS + NSIS | 26031::16.124.40.141::Diaz | | Mon Feb 10 1997 16:06 | 11 |
| RE. -.1
A small nit. I know that old habits never die. MCS is now a business segment of DSD
(Digital Services Division) that focuses primarily in the Support side of the services.
The other two segments provide the rest of a total Helpdesk solution. OMS (Operations
Management Services) does the outsourcing of customer's Helpdesk operations and NSIS
(Networks & Systems Integration Services) does the design and implementation.
Octavio Diaz
SW Support Offers Business Manager
MCS
|
| 5124.8 | ,TLA's are sooooo confusing | FREEBE::YATKOLA | _Dave ....... | Mon Feb 10 1997 16:26 | 11 |
|
Excuse please, You really need to talk in whole words, this TLA-speak
is sooooo confusing. :-)
Digital, can I buy help desk from U, sure mr Customer just go see MCS
+ OMS + NSIS + DSD or M_M :-)
It's a joke son, a joke :-)
Dave Y.
|
| 5124.8 | Applix here too | ULYSSE::sbudhcp23.sbu.vbe.dec.com::Mike | | Tue Feb 11 1997 12:50 | 7 |
|
SBU Technical Support is just installing Applix Service in Europe. We're covering
four call centres with a single distributed database built on SQLserver 6.5.
You can contact me if you want details,
Mike.
|
| 5124.9 | Thank-you | REDZIN::COX_A | | Wed Feb 12 1997 12:16 | 4 |
| I would like to Thank everyone for taking the time to answer this
note; I have passed all this information to the Sales contact.
When all else fails Digital Notes to the rescue.
|