Tim et. al:
You probably knew this already but thought I would try and paste it for everyone. I hope it all comes gets there without being too jumbled.
Sorry Bob, I for got you don't like people to post news releases.
Phoenix Technologies and CyberMedia Demonstrate New ActiveHelp Software at Intel "Wired for Management" Forum; Enables Tomorrow's Computers to Self-Heal Problems
NEW YORK (Sept. 24) BUSINESS WIRE -Sept. 24, 1996--In an effort to ease the growing technical support crisis, Phoenix Technologies Ltd. (NASDAQ: PTEC), the world's largest supplier of system level software for PCs, and CyberMedia, maker of the best-selling First Aid 95, are
co-developing a new technology that will enable manufacturers to build a new generation of "self-healing" PCs that automatically repair their own technical problems, such as hardware conflicts and software crashes. This new automatic troubleshooting technology, called ActiveHelp, will be demonstrated for the first time today at Intel's "Wired for Management" Business Computing Forum at Madison Square Garden in New York City.
ActiveHelp is designed to significantly reduce technical support costs
by automatically intercepting and fixing problems on the PC -- before
the user needs to call the help desk or technical support hotline for
assistance. It can be customized to fix problems specific to each brand and model of PC, and is continually updated via the Internet.
"We believe ActiveHelp technology can make a significant contribution to reducing the cost of supporting Connected PCs," said Ed Eckstrom, at Intel Corporation. "Integrating self-healing capabilities with networks and the Internet will help accelerate making PCs universally
manageable."
The Phoenix-CyberMedia partnership brings together the strengths of two of the industry's leading experts in PC problem-fixing technologies to co-engineer a next-generation solution to the technical support bottleneck. ActiveHelp is based on mature technologies that have been developed, refined and market tested by both companies for several years.
Phoenix, the world's largest developer of system-level software, is well known for developing two technologies that significantly reduce
hardware-level PC conflicts -- the company had a key role in
co-developing Plug and Play for Microsoft Windows 95, and developed the DMI (Desktop Management Interface) BIOS specification for personal
computers. Phoenix provides the basic operating system software (BIOS)for over 17 million PCs, including those from Compaq, Dell,
Hewlett-Packard, IBM, NEC and Packard-Bell NEC. Phoenix's worldwide OEM relationships with the industry's leading PC manufacturers will enable rapid distribution of ActiveHelp in millions of PCs used in corporations and in homes.
"Phoenix is committed to implementing technologies that help lower the
total cost of PC ownership for the entire industry, including the PC
manufacturer, the MIS department help desk, and the consumer," said Jack Kay, CEO of Phoenix Technologies. "CyberMedia and Phoenix will play a significant role in making PCs that are easier to use, even as theybecome more powerful and robust."
CyberMedia is best known for pioneering technologies that fix software
application and Windows problems by using a knowledge base that is
automatically updated via the Internet with the latest problem-solving
information. The company's First Aid 95 software has sold over 1
million copies and is currently one of the top 10 best-selling retail
software products in the United States. CyberMedia recently introduced
Oil Change, software that gives PCs a "digital oil change" by updating
software over the Internet with new drivers, patches and bug fixes.
"Today's PC is made of components, chips, boards, accessories and
software from dozens of different vendors," said Unni Warrier, chief
executive officer of CyberMedia. "This is one of the main reasons why
PCs have become so difficult to support. As neutral companies,
CyberMedia and Phoenix are able to develop a single technology that
deals with the problems that happen when all of these products from
different vendors interrelate." How ActiveHelp Works ;If a user experiences a PC problem, they just click one button to start
the ActiveHelp software. ActiveHelp intercepts problems, diagnoses the PC software and hardware to determine the cause, and explains the
problem in plain language. If possible, ActiveHelp fixes the problem
immediately. If it can't fix the problem, ActiveHelp searches the
Internet, and CyberMedia's constantly updated server, "Help Central,"
for a remedy -- such as retrieving a new printer driver, bug fix or
patch. It then installs the fix on the PC automatically.
ActiveHelp uses a knowledge base of detailed information about
applications and other software and hardware. This knowledge base is
continually updated via the Internet. It also uses Artificial
Intelligence (case-based reasoning) to "ask" questions that help
diagnose the problem and suggest a solution.
Technical Support: A Serious, Growing Problem for Everyone
Technical support is an expensive computer industry headache. Its impact is felt by the corporate IS manager, OEM hardware manufacturer, software developer and end users. With ActiveHelp, users can quickly solve computer problems without calling overburdened support lines and
corporate help desks. That means fewer phone calls for hardware
manufacturers and help desks to field, more satisfied users and less
money spent on technical support.
Eases MIS Technical Support Burden
According to Gartner Group, an industry research firm, the total annual cost of corporate networked PC ownership, including technical support, hardware, software and administrative services, is a whopping $11,900 per PC. ActiveHelp reduces the cost of corporate PC ownership by intercepting problems and offloading calls that bombard the corporate help desk. Building upon CyberMedia's First Aid technology and Phoenix's expertise in system management, ActiveHelp will read DMI
(Desktop Management Interface) files to help intercept problems at the
desktop, and then notify the systems administrator via SNMP (Simple
Network Management Protocol) mail when problems occur.
Increased Customer Satisfaction and Reduced Support Costs for PC Makers
PC manufacturers often bear the bulk of the support burden. According to Dataquest, users will make over 200 million technical support calls in 1996 to PC makers and their technical support centers, costing the PC industry over $3.9 billion. These figures are projected to increase by 20 percent annually. Microsoft alone spent about $500 million on technical support last year. CyberMedia and Phoenix estimate that by intercepting crashes and problems on the PC before users need to call for help, the ActiveHelp software can signficantly reduce such calls, potentially saving the PC industry substantial support call costs.
Makes PCs Easier to Use
ActiveHelp software makes PCs more reliable and less frustrating for
novice and home users -- the fastest-growing market for PCs. According
to International Data Corp. (IDC), support is one of the top five
factors consumers consider when they choose a PC. ActiveHelp is aimed at increasing customer satisfaction by making hardware and software
applications more reliable and less frustrating to use.
About Phoenix Technologies
Phoenix Technologies is the world's largest supplier of standards-based compatibility software to the personal computer industry. The company's system-level software products, such as PhoenixBIOS for desktops, NoteBIOS for portables, and ServerBIOS for servers, allow PC manufacturers to increase product differentiation, reduce product cycle time to market as well as cut internal engineering costs. Phoenix PICO line provides products and services for Special Purpose PCs, and the Virtual Chips line supports interconnect standards including PC Cards/CardBus, PCI, Universal Serial Bus and other emerging interfaces.
Information on all Phoenix Technologies products is available on the
World Wide Web at ptltd.com.
About CyberMedia
CyberMedia has developed an innovative, vendor-neutral, automated
approach to technical support that enables it to deliver comprehensive
and easy-to-use software support solutions for PC users. The company's products are built on an ActiveHelp architecture that enables its products to be continually updated via the Internet. CyberMedia's products include First Aid 95, the Tech Support Yellow Pages, and Oil Change. CyberMedia's mission is to empower computer users to fix problems on their own, before they need to call technical support hotlines for help. Information on CyberMedia is available on the World Web at cybermedia.com. -0-
Note to Editors: The Phoenix logo is a registered trademark of Phoenix Technologies Ltd. CyberMedia is a registered trademark, and First Aid and Oil Change are trademarks of CyberMedia, Inc. Other product names and trademarks are the property of their respective owners.
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CONTACT: Phoenix Technologies Inc.
Jim Adamson, 408/452-6867
jim_adamson@ptltd.com
or
CyberMedia
Giselle Bisson, 310/581-4700 x261
giselle@cybermedia.com
KEYWORD: CALIFORNIA
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INTERACTIVE/MULTIMEDIA/INTERNET TRADESHOW KEY:PHXFXB REPEATS: New York
212-752-9600 or 800-221-2462; Boston 617-236-4266 or
800-225-2030; SF 415-986-4422 or 800-227-0845; LA 310-820-9473 Today's
News On The Net - Business Wire's full file on the Internet
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