TechExcel Releases ServiceWise, CustomerWise 8.0 Editions

TechExcel (News - Alert), a vendor of IT Service Management and customer support software, has announced the release of ServiceWise 8.0 and CustomerWise 8.0. 

 

It’s touted as having “new features” and enhancements to automate repetitive processes and improve communication and collaboration between support teams and their customers. “Additionally,” company officials say, “an improved self-service portal includes automatic active directory password reset that enables support managers to show precise figures on support time saved and improved ROI.”

 

Tieren Zhou, Ph.D., CEO and Chief Software Architect at TechExcel, said the vendor has “added a lot of automation that improves usability and service level features that help teams be more responsive to customer requests and also keeps the customer informed.”

 

By providing integrated CRM, help desk, defect tracking and test management applications, TechExcel officials say, the product “integrates Web, wireless, and client/server technologies.”

 

Just last week, TechExcel announced it had partnered with AutomatedQA to provide what company officials characterize as “a studio of products which function as a best-of-breed” quality management product, “competing with the likes of HP's Quality Center, yet at a lower price point.”

 

The company’s strategy is to hope that with out-of-box integration of AutomatedQA's TestComplete, DevTest Studio will be seen as a reasonable alternative to HP's Quality Center as a high-end quality management product. To that end the TechExcellians are also pushing it as “more cost effective and much easier to deploy” than the HP item.

 

Typically, company officials say, the ServiceWise product is used to manage internal help desk and IT management processes, while CustomerWise is used to manage external customer support, sales, and marketing processes. Version 8.0 introduces such features as Smart Screens, Microsoft (News - Alert) Outlook integration, service level agreements, drill-down reporting and other.

 

The addition of Smart Screen in version 8.0 is billed by the company as improving the product’s configurability and user interface customization, since it lets users manage the requests for a support team or IT team, including incident requests, change requests and non-technical requests and work orders “from within a single application.”