Honolulu, HI - December 15, 1999 -Inovaware Corporation announced today RESOLVE, “Help Desk and Knowledge Base” for its PRISM line of software products. Designed especially for Internet Service Providers (ISPs), Application Service Providers (ASPs), online gaming companies and other Internet businesses with subscriber management needs, RESOLVE allows the ISP or corporate customer to substantially automate the process of providing help to a large customer base.

RESOLVE automates many specific functions to assist a company’s tech support team:

1. AUTOMATION: Intelligent Agent software built into RESOLVE automatically routes incoming email to the most appropriate person to deal with a problem. RESOLVE also assigns the incoming question a priority level, monitors progress on the incoming question, and escalates the priority of the message if necessary.

Example: An email regarding O/S compatibility arrives at tech-support. RESOLVE automatically assigns the message to Melanie in tech support based on factors that include keywords contained in the incoming message, Melanie’s experience level and her current number of assigned tickets.

2. WEB-ENABLED:Because RESOLVE is Web enabled, customers can view public responses to their queries via the Web, providing them with up-to-the-minute information without additionally taxing customer service representatives. Also a Web-based knowledge base is available for both support personnel and customers. Knowledge base articles can be marked as “private” to make the inaccessible to customers if needed. Support personnel can even enter text phrases to search historical tickets for solutions

3. TRACKING:All ticket responses and attribute changes are recorded and can be viewed by RESOLVE users, giving accurate details about customer correspondence. Additional tracking features in RESOLVE automatically reassign tickets that sit around in the queue for too long. Additional functionality allows users to search for text phrases in historical tickets for solutions on previously reported problems.

Example: A customer’s request for technical support regarding a modem init string is assigned to Sheila who is away from her desk. RESOLVE automatically reassigns the ticket to Melinda. Melinda sees a record of the correspondence between other tech support personnel and the customer. She does a text search through past tickets for the modem type and quickly finds the solution to the customer’s problem.

4. ADMINISTRATION:RESOLVE managers can easily monitor several aspects of the help desk process, improving performance and customer service. Managers can see which tickets support personnel are working on and for how long. In addition they can keep an eye on overdue tickets. Moreover, they can start, stop or monitor RESOLVE agents, such as queues, from one central location.

ISP-IN-A-BOX
“We want to ‘shrink wrap’ the process of being an on-line service provider,” said Bruce Kim, Chief Executive Officer at Inovaware Corporation. “Our PRISM software products enable our customers to manage their billing needs and now with RESOLVE we can also help them with the critical aspect of supporting their existing customer base. Moreover, by letting our customers capture and use customer information more effectively, our clients are able to serve existing subscribers better and mitigate churn.”

ARCHITECTURE OF RESOLVE
RESOLVE functionality is exposed in an easy-to-use API that conforms to COM specifications, which means that programmers can write programs to create or modify tickets, monitor user activity, or perform any other Help Desk task. This is extremely powerful feature that can extend system functionality well beyond the traditional Help Desk application.

RESOLVE has a multi-layered, component-based architecture for maximum scalability.Components are built to conform to Microsoft’s Component Object Model (COM). Database platforms supported are Oracle and SQL Server. Additional platforms will be announced in the near future.

AVAILABILITY
RESOLVE is currently available from Inovaware Corporation, which can be reached through its Website at www.inovaware.com 

ABOUT INOVAWARE CORPORATION
Inovaware Corporation is a leading business systems provider in the Internet industry. The company was founded in 1996 and has since grown to become a leading provider of customer management and billing software for ISPs, web hosting, online gaming companies and other providers of Internet services.