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Technology Stocks : Marconi Corporation Plc. (OTC BB foreign: MRCQY)

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Oct 31 2:50 PM EST

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To: ms.smartest.person who wrote (20)	8/23/2000 4:07:27 AM
From: ms.smartest.person	of 44

Marconi Deploys Web Support for Entire Product Range 11 August 2000 -------------------------------------------------------------------------------- Marconi has announced the global launch of a web-based support service which gives its customers access to validated solutions and troubleshooting tools used by Marconi's own engineers. A key feature of the system is that Marconi customers can unilaterally escalate issues at any time by pressing an on-screen button or simply picking up the telephone to speak to an engineer. The TACtics Online system draws on the expertise of Marconi's round-the-clock TACs Technical Assistance Centres and has been running for the last three years in Marconi's US operation, where nearly 50% of all cases opened utilized this web-based tool. After thorough road testing it has now been extended to all Marconi products, from on-site ATM networks through to SDH (Synchronous Digital Hierarchy) national network infrastructure, in all territories. Running on a secure server accessible via the web, TACtics Online gives customers desktop access to powerful search tools which can access the entire Marconi knowledge base. A Frequently Asked Questions section allows many common issues to be resolved within minutes. The entire system has been designed to put customers in control. They can pass issues to Marconi technical experts, download software patches, and even store password-protected network drawings for collaborative consultations with Marconi engineers. The service covers both hardware and software issues and is included without extra charge in all of the company's support packages. Once a case is submitted, a Marconi technical support engineer acknowledges receipt and issues a unique case number so that the customer can then electronically track its progress towards resolution. Launching the service, Marconi Executive Vice-President and General Manager Global Managed Services, Darrin Coulson said: "By leveraging the advantages of the web, Marconi has empowered our customers by giving them access to the same tools and resources our own engineers use. TACtic's Online allows Marconi's TAC to become an extension of our customers' IT or network operation organization." TACtics joins a service portfolio which has an-built prioritisation and escalation procedure. At the highest level, customers are assured of round-the-clock personal support to resolve critical network issues. Marconi plc is a global communications and IT company, with 49,000 employees world-wide and sales in over 100 countries. It supplies advanced communications solutions and the key technologies and services for the Internet. marconi.com

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