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buyer's guide

 
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6 Ha-Nechoshet Street
Ramat-Hachayal, Tel-Aviv 69710, Israel
+972.3.7673000

Solutions:

NextNine Service Automation (NSA)
Virtual Support Engineer

Service Automation Ecosystem Edition

Self Support Automation
Assisted Support Automation
Proactive Support Automation
Managed Service Automation
Partners Service Automation

Fall Finalist 06
Root Cause Analysis

Winner Fall 2007: Innovation in
Proactive Support

Finalist Fall 2006: Innovation in
Technology

Company 360

Revenues:  
Installed Base:  
Employees:  
Deployment:  

Customer References

Airwide Solutions
Allscripts
Alvarion
Comverse

Formula Telecom Solutions

GE Healthcare

Invensys
LogicaCMG
MetaSwitch

Motorola Broadband Communications Sector

Openwave

John Ragsdale Commentary

With product complexity and interaction volumes exploding, proactive service is the only way to reverse the trend, by intelligently identifying and resolving problems before customers are impacted.  NextNine offers innovative solutions for this next phase of support automation, including their Virtual Support Engineer, which is installed at the customer site and can automate the service, support and maintenance of a single or multiple installed software and hardware systems, by accessing files, running commands and queries, scanning logs, as well as actively fixing, patching and updating applications, devices and systems.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
> Email Response Management
> Agent Knowledgebase
> Agent Diagnostic Tools
  Customer Knowledgebase
  Customer Self-Service Problem Diagnostic/Self-Healing
  Forums
  Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
  Wireless Field Service
  CRM
  Case Management
  Entitlement
  SLA Tracking
  Customer History
  Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
  Work Force Optimization
  Quality Monitoring
  Learning Management System
  Voice Self-Service
  Survey Management


> Business Consultants
 
 
 
 

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Buyer's Guide

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