If you are considering automating your support center, you will be faced with a bewildering array of products to choose from. How do you make sure you have considered all the appropriate systems and figured out their strengths and weaknesses? Which ones have the features, functionality, ease of use, ability to integrate with your other internal systems, and vendor support that your environment requires? Without this report, evaluation can be a long, tedious process. This guide gives you over 400 pages of accurate, up-to-date client/server/network requirements, features, specifications, and pricing on all the leading software automation packages available-in a standardized format. It also provides detailed write-ups of the user interface, report generation capabilities, Internet/intranet integration, customization capabilities, problem resolution methodology, and support programs (including warranty) and pricing. The report also outlines the benefits of support automation, walks the reader through the cost-justification process, and provides a step-by-step guide to determining requirements, getting interdepartmental consensus, and selecting the vendor.
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