June 01, 2010
ICA Extends the Agreement with Tific Regarding Support Automation - Expands Tific Support to Retail Stores
Tific, a leading software provider of support automation solutions, announced today that the ICA Group, one of the Northern Europe’s leading retail companies, has expanded the use of the Tific Support Automation Suite to now include their retail stores.
June 01, 2010
ICA Extends the Agreement with Tific Regarding Support Automation - Expands Tific Support to Retail Stores
Tific, a leading software provider of support automation solutions, announced today that the ICA Group, one of the Northern Europe’s leading retail companies, has expanded the use of the Tific Support Automation Suite to now include their retail stores.
ICA AB introduced several of Tific’s support automation solutions (under the internal name HelpICA) to support their internal users in 2009. The positive results and recognition by the support staff has lead ICA to introduce Tific automation to their retail stores.
“We were very excited when launching HelpICA in May 2009 to our corporate users. We received very positive feedback from both the business users and the support staff. We realized our support automation targets and recently decided to expand the roll out to include all our stores”, says Tom Sölch, Head of IT Support at ICA.
Tific’s support automation solutions help companies run IT support operation with higher productivity and at a lower cost while at the same time increasing end user satisfaction. With Tific customers realize the benefit of eliminating level 1 support calls, reducing call handling time, increasing 1st call resolution rates and eliminating costly escalations.
“I am, of course, very satisfied that ICA has quickly achieved their targeted results for support automation and are expanding the scope of Tific to include their retail stores. The cooperation has worked very well and we look forward to helping ICA realize even more of their investments in support automation from Tific”, says Pär Ribbner, CEO at Tific.
About the ICA Group
The ICA Group is one of the Northern Europe’s leading retail companies, with around 2,200 of its own and retailer-owned stores in Sweden, Norway and the Baltic countries. The Group includes ICA Sweden, ICA Norway, Rimi Baltic and Real Estate as well as ICA Bank, which offers financial services to Swedish customers. ICA AB is a joint venture 40 percent owned by Hakon Invest AB of Sweden and 60 percent by Royal Ahold N.V. of the Netherlands. For further information about ICA please visit: http://www.ica.se (http://www.ica.se/)
April 28, 2010
Tific and Logica sign license agreement
Tific, a leading developer of support automation solutions, has signed an extensive license agreement with Logica, Sweden’s largest IT services company. Tific’s support automation platform strengthens Logica’s help desk offering further as well as the managed work place offering including the new concept LISS – Logica Interactive Self Service.
April 28, 2010
Tific and Logica sign license agreement
Tific, a leading developer of support automation solutions, has signed an extensive license agreement with Logica, Sweden’s largest IT services company. Tific’s support automation platform strengthens Logica’s help desk offering further as well as the managed work place offering including the new concept LISS – Logica Interactive Self Service.
Tific solutions are used by a growing number of companies to reduce support costs, increase customer satisfaction and productivity through proactive detection and resolution of known IT-problems, referred to as self healing by Gartner. Logica will offer support automation as a natural part of the work place offering where Tific will be included as one of the core components.
LISS makes it easier for Logica workplace users to solve problems and get answers to questions on their own even outside Service Desk hours and also when the computer is off line. LISS provides a single point of contact for all support and is automatically adapted to each unique customer and user. LISS will also enable proactive detection and resolution of problems and risks before they impact the user environment. The LISS concept brings increased availability and higher support efficiency that will lead to increased end user satisfaction.
”Managed Service Providers (MSPs) is a focus area for Tific and I am very pleased over the agreement with Logica as another proof point that we have a very strong offering for this segment” says Pär Ribbner, CEO at Tific.
“With Tific as our partner in support automation - an important step is taken to increase the level of self service for our customers”, says Patrik Adler, Service Area Manager Service Desk at Logica.
About Logica
Logica is a business and technology service company, employing 39,000 people across 36 countries. We deliver business consulting, systems integration and outsourcing across all industries and business functions. We create value by successfully integrating people, business and technology to create effective, sustainable business ecosystems. Our people apply insight to create innovative answers to your business needs. Logica is listed on both the London Stock Exchange and Euronext (Amsterdam) (LSE: LOG; Euronext: LOG). More information can be found at: www.logica.com
April 13, 2010
Tific and Sutherland Global Services expand into support for the digital home through Virgin Digital Help
Tific and its strategic partner Sutherland Global Services, a leading business process outsourcing (BPO) and technology enabled services company, are expanding their reach into the digital home domain through Virgin Digital Help and its new innovative offering for support of the digital consumer.
April 13, 2010
Tific and Sutherland Global Services expand into support for the digital home through Virgin Digital Help
Tific and its strategic partner Sutherland Global Services, a leading business process outsourcing (BPO) and technology enabled services company, are expanding their reach into the digital home domain through Virgin Digital Help and its new innovative offering for support of the digital consumer.
The Tific technology is in the core of the Virgin Desktop Digital Helper, which is a downloadable application that helps consumers speed up their PCs, increase the speed and security of their browsing experience, reduce their PC’s energy consumption, and automatically detect and solve other potential technical problems. The self-healing capabilities empower users with a choice of how to proceed with the problem resolution. Tific’s solutions are also used by the support technicians for a rapid and user-friendly experience resolving customers’ problems with a wide range of digital devices.
Sutherland Global Services, a global leader in multi channel technical support, is incorporating Tific’s technology as part of Sutherland’s SmartLeap™ platform for multi-channel support and overall BPO solution for Virgin Digital Help. “Tific and Sutherland are partners and Sutherland plays a key role in Tific’s strategy to expand into consumer technical support”, says Pär Ribbner, CEO of Tific.
Joe Steel, founder of Virgin Digital Help, says: “Nowadays, in theory, our computers and digital devices work together seamlessly. But, unfortunately, it’s not always like that and when things stop working, most consumers are stuffed. So, we launched Virgin Digital Help to give everyone in the UK access to expert, independent and jargon-free technical help.”
“Our technology is designed to be able to diagnose and resolve problems in complex and heterogeneous environments which is exactly what consumers’ digital homes have”, says Johan Attby, VP Business Development at Tific. “We are very proud to be a vital part of the Virgin Digital Help offering which is the most innovative service for support of the digital home and it addresses a huge need.”
About Sutherland Global Services
A global Business Process Outsourcing (BPO) and Technology Platform Enabled Services Company, Sutherland Global Services offers an integrated set of front and back office services that support the entire customer lifecycle. By combining highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates with clients to help them excel in their industry while maximizing their customers’ lifetime value. Having started operations in 1986, Sutherland now employs over 24,000 professionals offering Right Sourced seamlessly blended services from its 24 global delivery centres. For more information please visit
www.sutherlandglobal.com
About Virgin Digital Help
March 04, 2010
Tific reports record year
Tific, a leading provider of support automation and self service solutions, today announced that 2009 was a record breaking year for the company.
March 04, 2010
Tific reports record year
Tific, a leading provider of support automation and self service solutions, today announced that 2009 was a record breaking year for the company. Despite the difficult economic environment, Tific revenue was up 80% from 2008 and profit margin continued to increase. Highlights from 2009 include:
· A leading commercial software provider licensed and deployed Tific to millions of users
· BMC, the 15th largest software company in the US, selected Tific as a MarketZone Direct Partner - BMC now markets/sells/supports the Tific Support Automation Suite world-wide
· Extended support automation into rapidly growing digital home market
· Sutherland Global Services selected Tific as the core technology in Virgin’s new venture, Virgin Digital Help (www.virgindigitalhelp.co.uk)
“2009 was the breakthrough year for Tific as we went from local to a global supplier of support automation software”, says Pär Ribbner, CEO. “We have invested in our strategic partnerships with BMC Software and Sutherland Global Services and expect 2010 to show significant partner related revenues. Our market expansion into the digital home represents a huge growth opportunity for the company. Broadband suppliers will use our technology to lower support, improve customer satisfaction and will use Tific as the foundation for revenue generating premium services. Needless to say, I’m very bullish about 2010.”
February 15, 2010
Tific finalist in the European IT Excellence Awards
Tific has made it to the final in the European IT Excellence Awards 2010. The IT Europa European IT Excellence Awards recognizes best practices in customer solutions across Europe.
February 15, 2010
Tific finalist in the European IT Excellence Awards
Tific has made it to the final in the European IT Excellence Awards 2010. The IT Europa European IT Excellence Awards recognizes best practices in customer solutions across Europe. Tific is nominated in the enterprise category and is one of four finalists. The winner will be announced at the European IT Excellence Gala Dinner that takes place at The Towers in London February 25th. Keep your fingers crossed for us!
For more information, please go to www.iteawards.com
