Ascend Revolutionizes Service and Support with Live Interactive Web
Support Announces Industry's First and Only...
Business Wire
21-OCT-98
ALAMEDA, Calif.--(BUSINESS WIRE)--Oct. 21, 1998--Ascend Communications,
Inc. (Nasdaq:ASND), a leading provider of wide area network (WAN)
solutions for providers and users of the Next Generation Public Network,
today announced a revolutionary service and support strategy with a
demonstration of Ascend On-Line Services (AOS), which includes live
interactive web support.
This innovative web-centric service delivery model will create a major
industry paradigm shift through integration of Acuity WebCenter(TM) for
customer service and support. Ascend Global Integration Services' (GIS)
web-centric support strategy will include live help, webcasts training
and education, proactive and targeted product alerts, CaseView(TM)
trouble ticketing, and the virtual test lab, among many other planned
product features.
"Through its Ascend On-Line Services (AOS) initiative, Ascend is seeking
to radically redesign the way they interact with their support
customers," said Richard Brewer, senior analyst, Network Support and
Integration Services, of International Data Corporation (IDC). "Our
research indicates that customers are looking for self-service that
works, and Ascend is one of few networking companies today that has
committed the internal resources to deploy a truly next-generation
web-based services infrastructure.
"Many customers, particularly in the service provider space, would
prefer to use the web for support, but often struggle to find the
information they need. Under programs like Ascend's AOS, it is now
possible for these higher-tier service customers to access integrated
web and interactive live technical assistance to support today's
leading-edge communications networks."
With a simple click of a mouse button, Ascend customers will soon get an
enriched, integrated service and support delivery model not possible
through the telephone. No longer will customers have to play "telephone
tag" and take days to resolve technical issues. AOS enables
"just-in-time" delivery of information, education, and support through
the World-Wide Web (WWW).
Through the use of leading-edge technologies such as Acuity's WebCenter
and Documentum, the AOS site will integrate all aspects of customer
service and support to create detailed customer maintenance records,
knowledge bases, and other future innovations. The service suite will
include live, one-to-one chat with an Ascend Certified Technical Expert
(ACTE), audio and video streaming, and case-based reasoning.
"Our research validated that self-service is the preferred support
model. Ascend On-Line Services goes beyond that by delivering our
customers 'assisted self service'," said Dave Colicchio, vice president
of support, Global Integration Services Division, Ascend Communications.
"Ascend On-Line Services will combine the best of our telephone and web
support in a very comprehensive and efficient manner. We are pioneering
a method of delivering customer service and support that is faster, more
personalized and provides Ascend with real competitive advantages."
A typical, theoretical live AOS chat would begin with the customer and
Ascend support agent communicating via lightweight Java clients. A
question and answer dialogue would occur, including the possible drawing
of network diagrams.
The Ascend agent would make suggested technical solutions and push URL
content to the customer. The URL link is simultaneously inserted into
the Ascend agent's dialog window and stored as a resource. The customer
can then exit or continue to browse in the self-help system. The Ascend
agent would then generally e-mail a transcript of the dialogue with the
preserved links.
Additional details will be announced next month, including AOS
availability, service packaging and pricing. Once operational, a base
level of AOS will be available to all registered Ascend customers
worldwide. About Ascend Communications Ascend Communications, Inc.
(Nasdaq:ASND) develops, manufactures, sells and services wide area
networking solutions for telecommunications carriers, Internet service
providers and corporate customers worldwide.
For more information about Ascend and its products, please visit the
Ascend Web site at www.ascend.com, or send e-mail to info@ascend.com.
For Investor Relations, please call our communications hotline at
800/648-3059 or 760/704-4423 (outside the US & Canada). Additional
investor information can also be accessed on our Web site at:
ascend.com. Ascend is headquartered at One Ascend
Plaza, 1701 Harbor Bay Parkway, Alameda, Calif. 94502; phone is
800/ASCEND4 and fax is 510/814-2300. The foregoing statements may
contain forward-looking statements that are based on current
expectations and involve risks and uncertainties. Actual results could
differ materially from these expectations as a result of factors
including, but not limited to, the Company's success in developing,
introducing or shipping new products, competition, the mix of
distribution channels employed, the Company's dependence on single or
limited source suppliers for certain components used in its products,
risks inherent in international sales, seasonality and general economic
conditions. These and other factors are discussed in Ascend's 10-K, 10-Q
and other filings made periodically with the Securities and Exchange
Commission. f CONTACT: Ascend Communications |
