Gen-E announced the availability of RESOLVE Software System 5 which adds a long list of new features designed to empower IT and network operations personnel and L1 agents with the right tools to resolve incidents of all types faster and more efficiently.
The new features in RESOLVE 5 are designed to improve productivity even more while increasing the quality of service and customer satisfaction of end users by resolving incidents faster than ever.
"With RESOLVE 5, we solidify our leadership in defining the new standard for accelerated incident resolution," said Duke Tantiprasut, Ph.D., CTO of gen-E. "RESOLVE 5 delivers the entire set of capabilities required for scaling network and IT operation service support through integrated process guidance, automation, integration and collaborative process improvement. It also puts the much needed focus on incident resolution automation which is key to improving first call resolution and shifting work from L2 agents and subject matter experts to L1 agents and automating repetitive tasks."
This major release provides service support agents with a new user experience for guided problem resolution. Agents are presented with Resolution Dashboards for problem isolation of complex services, deep triage with Dynamic Decision Trees and accelerated diagnostic and repair through embedded automations. RESOLVE 5 dramatically improve agent productivity by creating a more streamlined set of instructions which allows them to more quickly resolve incidents as they arise.
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