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News
Vayusphere Instant Response Solution for Remedy Help
Desk™ Drives Down Costs of Delayed Response in Help
Desk and Field Service Operations
Closed Loop Instant Response Solution Uses Secure
Instant Messaging To Connect Remedy Help Desk With Distributed
Workers To Reduce Mean Time To Resolve Tickets
Mountain View, CA, June 26, 2002 -- Vayusphere, Inc., the
leading provider of Instant Response (IR) software and solutions,
announced today the immediate availability of Vayusphere InstantResponse
for Remedy Help Desk. Built on Vayusphere’s Instant
Response Server, IRiS, InstantResponse for Remedy enables
Remedy and field technicians to communicate and collaborate
in real time, using secure instant messages that connect Remedy
to technicians’ Instant Messaging (IM) enabled desktop,
PDA, phone or pager. InstantResponse for Remedy is designed
to dramatically reduce the time and cost of resolving Remedy
tickets by: 1) Reducing the costs of delayed response and
downtime, such as lost revenues 2) Lowering manual dispatch
and escalation costs; 3) Increasing the utilization and productivity
of field technicians; 4) Reducing rework costs; and 5) Increasing
customer service levels and satisfaction.
“Vayusphere is leveraging the unique strengths of its
Instant Response platform, Vayusphere Instant Response Server
(IRiS), to provide Remedy customers with an out-of-the-box
InstantResponse solution that delivers a rapid and compelling
ROI,” said Pushpendra Mohta, founder and CEO of Vayusphere.
“Simply plugging InstantResponse for Remedy into their
existing Remedy application will enable CIOs and heads of
operations to not only help their companies preserve top line
revenue by restoring failed assets to service faster than
their current processes, but also lower costs from faster,
more efficient assignment and resolution of tickets.”
Vayusphere InstantResponse for Remedy Features
Vayusphere InstantResponse for Remedy is an out-of-the-box
Instant Response solution for companies that use Remedy Help
Desk to manage the resolution of time-sensitive, mission-critical
business problems. It provides all the necessary functionality
required to intelligently forward Remedy tickets to IT support
staff, via secure instant messages, based on real-time information
about their current presence, availability, and location.
It also enables field technicians to interact with Remedy
and other enterprise applications, remotely and in real time,
using simple keystrokes on their IM-enabled desktop or mobile
device. Specifically, InstantResponse for Remedy:
- Intelligently finds and routes a real-time notification
to the distributed IT support person for field technician
when a Remedy ticket is assigned to them or to their Remedy
Help Desk group.
- Enables an IT support manager to receive a real-time notification
when a Remedy ticket is escalated.
- Provides a set of commands that enables a distributed
IT support person to interact with Remedy Help Desk remotely
using simple keystrokes on their IM-enabled desktop, PDA,
pager or phone. The available commands can be configured
based on the user’s role and access privileges. For
example, IT support staff can: Create a ticket and assign
it to one or more technicians; accept a ticket; decline
a ticket; list all open tickets or a subset of tickets;
add notes to a ticket; reassign a ticket; and update the
status of a ticket. Similarly, IT support managers can:
List all open tickets by priority code; list all open tickets
that have been open longer than a user-defined number of
minutes; and change the escalation status of a ticket.
Vayusphere InstantResponse for Remedy Return On Investment
(ROI)
Vayusphere InstantResponse for Remedy’s compelling
ROI is driven by the following time and cost savings:
- Reduced cost of delayed response. By accelerating the
resolution of Remedy tickets, InstantResponse for Remedy
can significantly reduce the costs of delayed response.
These costs include lost revenues, lost enterprise productivity,
lost customers and Service Level Agreement (SLA) penalties.
- Lower dispatch and escalation costs. By using real-time
presence, availability and location information to only
notify technicians who are present and available to respond,
InstantResponse for Remedy eliminates the inefficiencies
associated with slower notification methods like email,
voice mail and paging. Automating the notification and escalation
process can reduce or eliminate dispatch costs, enabling
fewer dispatch staff to manage more distributed workers.
- Increased utilization and productivity of field technicians.
By simultaneously enabling them to access Remedy, other
supporting applications and co-workers remotely and in real
time, using IM-enabled mobile devices, the IRiS closed-loop
response system empowers technicians to close more tickets
in less time.
- Reduced rework costs. By ensuring that technicians are
only assigned to resolve problems that they are equipped,
qualified, and available to solve, InstantResponse for Remedy
ensures that technicians can close tickets on the first
attempt.
- Increased customer service and satisfaction. Faster ticket
resolution, and proactive real-time IM notifications on
resolution status to customers, drives significantly higher
levels of customer service and satisfaction.
Vayusphere InstantResponse for Remedy can be deployed alongside
Vayusphere Instant Messaging, the industry’s first freely
available secure corporate Instant Messaging (IM) product.
Vayusphere InstantResponse for Remedy can also be deployed
with popular IM platforms such as Microsoft Live Communication Server/OCS, IBM Lotus
Sametime, Jabber/XMPP, AOL Instant Messenger, Microsoft .NET Messenger
and Yahoo! Messenger. InstantResponse for Remedy is built
on Vayusphere IRiS, a Java application that supports all leading
industry standards including Web Services, XML and LDAP. Additional
InstantResponse Agents may be developed using popular development
platforms such as J2EE and Microsoft .NET.
Additional information on Vayusphere InstantResponse for
Remedy is available at http://www.vayusphere.com/products.
Pricing and Availability
Vayusphere InstantResponse for Remedy is available immediately.
Promotional pricing starts at $50,000. Pricing for the Vayusphere
Instant Response Server (IRiS 2.0) starts at $50,000. Additional
Response Agents for other leading trouble ticketing and field
service applications are also available.
Vayusphere IRiS Demonstration
A Webex online demonstration of Vayusphere IRiS and InstantResponse
for Remedy can be requested by sending email to irisdemo@vayusphere.com.
About Remedy Help Desk
Developed by Remedy Corporation, Remedy Help Desk is one
of the world’s most widely deployed Help Desk and Field
Service applications with over 9,100 customers worldwide.
Remedy Corporation became a wholly owned subsidiary of Peregrine
Systems, Inc. (NASDAQ: PRGN), one of the world's leading software
companies, in 2001.
About Vayusphere
Vayusphere, Inc. is the leading provider of Instant Response
(IR) software and solutions. Vayusphere develops and markets
three product lines: 1) Vayusphere Instant Response Server
(IRiS); 2) Vayusphere Instant Response Solutions, a family
of Instant Response solutions built on the IRiS Instant Response
Server platform; and 3) Vayusphere Instant Messaging (IM),
a free secure and scaleable corporate IM platform designed
for real-time communication and collaboration between distributed
workers. Vayusphere’s flagship product, the Vayusphere
Instant Response Server (IRiS), connects enterprise applications
to distributed workers in order to rapidly resolve mission-critical
business problems where the cost of delayed response is high.
Vayusphere IRiS is a Java server that supports all leading
industry standards including Web Services, XML and LDAP. Vayusphere
Response Agents may be developed using popular development
platforms such as J2EE and Microsoft .NET.
Vayusphere is a private, venture-backed enterprise software
company based in Mountain View, California. Major Vayusphere
investors include Benchmark Capital and Marc Andreessen, founder
of Netscape, Inc. and chairman of Loudcloud, Inc. For more
information, call +1-650-960-2900, visit the company's web
site at http://www.vayusphere.com, or send email to info@vayusphere.com.
Vayusphere Contact
+1-650-960-2900
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