Support.com, Inc.
SPRT today announced Software as a Service (SaaS) licensing options
for its Nexus® service delivery platform, which is specifically designed for
technology support providers. Nexus is a suite of cloud-based applications,
foundation services and business analytics that enable remote and on-site
technology services.
"Nexus is the result of years of intensive R&D investment, incorporating
everything we've learned working with the nation's largest communications
companies, retailers, technology providers, enterprise help desks and other
support organizations," said Rich Matta, Senior Vice President of Engineering
and SaaS Solutions. "We deliver some of the largest premium support programs
in the world using the Nexus platform. By licensing the platform, we provide
an opportunity for others to benefit from our innovation, improving efficiency
while enhancing the experience for their customers."
Nexus is offered in three different editions to meet a wide range of
technology service provider needs:
* Nexus Standard complements existing service desk and remote support
solutions by providing a unique technology that guides and automates the
service delivery process, thereby enhancing consistency, quality and
customer satisfaction.
* Nexus Plus adds a complete remote and online support capability to the
Standard offering, enabling organizations to reduce the frequency of
onsite visits and provide faster turnaround times.
* Nexus Enterprise delivers a comprehensive and seamlessly integrated
alternative to multiple disparate systems, including service desk
management, remote support, subscription billing and entitlement
management. One of the largest direct marketing firms in the United States
is currently deploying Nexus Enterprise for use in its technology services
business.
Nexus includes the following cloud-based capabilities:
* Consumer / SMB Applications that drive sales via a health check app;
provide a seamless experience for subscribers through a desktop client, a
subscriber portal and e-cart for online sales; and optimize and secure
computers, tablets and smartphones.
* Tech Expert Applications that guide workflow and automate solutions to
technical problems; a unified workspace that combines remote support,
chat, telephony, ticketing and order taking and eliminates the "swivel
chair" between applications; and a supervisor dashboard that enables
real-time monitoring.
* Foundation Services for building comprehensive and fully branded
technology service programs including: marketing modules that provide a
recommendation engine, customer profiles, and subscriber messaging;
commerce modules including PCI compliant payment processing and a flexible
promotion engine; entitlement modules including subscription management,
service definitions, and software licensing; and logistics modules
including skills-based routing and work order management.
* Web Services APIs that enable a tightly integrated partner ecosystem, with
pre-built integrations to key technology partners for on-site and depot
services, small business cloud services, warranty offerings and online
backup. Web services APIs are also included for real-time integration to
existing systems such as e-commerce, billing, CRM, point-of-sale and
others.
* Business Analytics and Reporting that provide insight into program
performance, marketing KPIs, subscription usage and churn, service
delivery quality and compliance, SLA management and customer satisfaction.
Reports are accessible through a real-time portal and can also be
distributed regularly via email or secure FTP export.
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