--off topic--Janice, hope you don't mind me jumping in here. Greg, help-desk software in my understanding is what people use at companies who are answering companys' 800 numbers that customers call for technical support. You can imagine Software companies like MSFT, ORCL, CA, COSFF (Corel Corp-Word Perfect), etc. use this help-desk software to help trouble-shoot customer complaints. Also of course all the box makers like DELL, CPQ, etc. would use this software. These kinds of companies are just a few examples. What the software does is log calls under different problem catagories. Then when the company gets a call, the tech. support rep. tries to find out if the company has received a similar problem call. If there has been, the software would show how many similar calls were taken, and most importantly, what the solution was. You can imagine this kind of a system saves the company administering tech support massive amounts of money. That's the extent of my knowledge on it.
Dwight |
