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DEVELOPERS WILL TRY and woo new customers, including resellers, with Internet-oriented help-desk and other support software at the upcoming Support Services Conference & Expo. Vendors plan to launch about 50 new products at the March 912 show in Nashville. Several of the products will tie new Internet features into traditional telephone-based support.
Bendata and Silknet Software Inc., for example, are among the vendors set to demonstrate new Web-based customer support tools. Bendata, a division of Astea International Co., will demonstrate HelpLink, which allows customer-support organizations to build and deploy help-desk Web pages in a few hours. With HelpLink, customers can send and update problemcall tickets while online, according to Bendata, Colorado Springs, Colo.
Similarly, ServiceDesk, a new customer interaction software system from Manchester, N.H.based Silknet, promises to reduce the support-call volumes and hold times by...