Tific

Tific and Sutherland Global Services expand into support for the digital home through Virgin Digital Help

Posted on 13. Apr, 2010 by Rick | 0 comments

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.”

The Virgin Digital Help offering can be found at www.virgindigitalhelp.co.uk

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

We take-away consumers’ tech-stress by making their computers and other digital devices work properly. www.virgindigitalhelp.co.uk

Tific reports record year

Posted on 04. Mar, 2010 by Rick | 0 comments

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.”

Tific finalist in the European IT Excellence Awards

Posted on 15. Feb, 2010 by Rick | 0 comments

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

Tific releases new tool for Windows 7 migrations

Posted on 20. Nov, 2009 by Rick | 0 comments

Migrating to Windows 7 is a real challenge for most users. They spent years building their computer environment with applications, settings, personal files and folders, and much more, and then they realize that they have to redo everything from scratch again on their new or upgraded Windows 7 computer. Not any longer! Tific’s new solution – takemeto7 – solves that nightmare by automatically moving the computers ‘’personality” on to the Windows 7 computer, saving tons of time and frustration for the users.

Migrations are not new to Tific. Tific’s technology was used very successfully to migrate enterprises on to Windows XP. Tific has now broadened the scope of the solution to cover both consumers and enterprises. It can also be white-labeled for PC manufacturers and Premium Service providers.

More info on the solution can be found at www.takemeto7.com and a free beta of the product can be downloaded from www.takemeto7.com/download.php

Tific named as BMC Software MarketZone Partner for Support Automation

Posted on 13. Oct, 2009 by Rick | 0 comments

October 13, 2009 – Tific, a leading provider of support automation solutions, today announced the availability of their support automation product through BMC Software (NYSE: BMC). BMC has added the Tific Support Automation Suite for BMC Remedy IT Service Managememt Suite (ITSM) to the BMC pricelist, making it available globally from BMC Software and BMC channel partners. The BMC MarketZone program is designed for technology partners with integrated and complementary products to BMC’s Business Service Management (BSM) platform, to sell their offerings through BMC sales channels.

The MarketZone agreement provides BMC customers with access to the Tific Support Automation Suite for BMC Remedy ITSM on BMC’s pricelist. The Support Automation Suite dramatically reduces the cost of IT service support and improves customer satisfaction. It provides automated self-healing, guided self-service for the Windows end user, and intelligent assisted service for the BMC Remedy Service Desk agent.

“We are excited to add Tific’s Support Automation Suite to the exclusive list of BMC MarketZone products,” said BMC’s vice president of Technology Alliances and MarketZone, Fred Johannessen. “Extending our technology alliance with Tific provides our customers with best-of-breed support automation technology that delivers significant business value.”

Tific’s second-generation support automation solution is designed specifically to increase the acceptance and effectiveness of self-service by end users, eliminating calls to the service desk while increasing end user satisfaction. For known problems, Tific’s self-healing capability can detect and resolve a problem without end-user involvement or can guide the user step by step through the remediation process with an easy-to-use wizard.

“The BMC-Tific combination represents a leap forward from traditional end user self-service that relied largely on knowledge management,” stated Bill Keyworth, VP and Research Analyst of Ptak, Noel & Associates. “Tific’s approach of building automation as it pertains to the end user’s problem and configuration greatly simplifies the self-service process …in short, a highly desirable package in enabling the end user to participate in the IT support process.”

Tific provides a support analyst console that integrates with BMC Remedy Service Desk to assist the service desk agent during the remediation process. The console provides real-time configuration and status information about the end-users system, shortening wasted call time to gather information about the user current environment. Based on this information, the support analyst console presents remediation options that are targeted specifically for the end-user’s current situation — shortening the average handling time while lowering the time and cost of incident resolution. Customers utilizing Tific have lowered IT support costs by 25% to 70% and improved customer satisfaction by 15% to 25%.

“We are thrilled to be working with BMC Software and see our products as a powerful addition to BMC’s BSM platform and self-service initiatives,” said Pär Ribbner, CEO Tific AB. “We know from experience that people want to solve problems on their own — or better yet, have them solved automatically. Our technology makes that a reality.”

About Tific

Tific is a leading provider of self-healing support automation solutions for large enterprise IT operations and IT outsourcers. Our solutions streamline the support supply chain for Global 2000 corporations, and our products represent the leading ideas in the invention, design, and development of second-generation support automation. Our breakthrough technology eliminates support calls and repetitive problems by providing best-of-breed self-healing solutions as well as ease-of-deployment and state-of-the-art migration capabilities that empower end users to succeed at resolving their own problems.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2009 BMC Software, Inc.

Media Contacts

Johan Attby

Tific AB

+46 (708) 6880 10

johan.attby@tific.com

Rick Berzle

GoToMarket LLC

(858) 271-4351

rberzle@gotomarket.com

Tific Releases version 8 of its Award Winning Support Automation Platform

Posted on 10. Aug, 2009 by Rick | 0 comments

The leading provider of support automation solutions

Tific, today announced the availability the award winning Tific Support Automation Platform, version 8. The platform is used to automatically detect and remediate tech problems at the end-point. Often referred to as self-healing, Tific dramatically reduces service support cost and increases customer satisfaction.

The new version of the Tific Support Automation Platform is the eighth generation and it is the most significant upgrade in the company’s history. Highlights of the new version are:

• Extensive performance improvements – scales to millions of end-points
• Communication redesign that enables remote development of self-healing solutions and enhanced collaboration
• Extended reporting and an improved statistics/business intelligence capabilities
• New atoms – low level visual building blocks – for a faster development of self-healing solutions
• Extended library of content that includes support for the digital home and security
• User configurable interface of service desk agent dashboard
• 64 bit support
• Certified for Windows 7

Tific is deployed globally to tens of millions of end-points by software and hardware vendors, internet service providers, enterprise IT departments, managed service providers and tech support providers. The Tific Support Automation Suite is sold by Tific and BMC Software and is available under a perpetual or subscription license and is offered as a hosted service (software-as-a-service – SaaS).

The Tific Support Automation Platform version 8.0 will be generally available on September 30, 2010.

Tific Inks Strategic License Agreement with Sutherland Global Services

Posted on 04. Feb, 2009 by Rick | 0 comments

OCHESTER, NEW YORK; GOTHENBURG, SWEDEN; CHENNAI, INDIA – February 3, 2009 — Sutherland Global Services, a leader in multi-national Business Process Outsourcing (BPO), today announced the signing of a deal with Tific, the major provider of second generation support automation and self-service solutions.

Under terms of the agreement, Tific’s automation and self-service solution will provide the technological backbone of Sutherland’s next generation support offering.

“We look forward to this alliance,” said Ramesh Nair, Executive Vice President, Business Transformation Services at Sutherland Global Services. “The agreement will bring to the enterprise customer and to the consumer the advantages of a highly-trained support staff mechanism and state-of-the-art technology that will strengthen Sutherland’s market leading position in the integrated solutions arena.”

The agreement calls for the handling and management of out-of-scope support deliveries, leading-edge IT help desk support and portal-based knowledge management solutions. “Sutherland and Tific have multiple, next generation offerings in the pipeline – and more are scheduled for future development,” added Nair. “This level of quality and scalability will enable an even broader scope of customers’ access to Sutherland’s award-winning service levels.”

“I am pleased that we have reached this agreement with Sutherland Global Services,” said Par Ribbner, CEO, Tific. “It’s a perfect match between a premier provider of second-generation automation support and an integrated solutions BPO provider that wants to stay ahead of the game. Through Sutherland, our solutions will reach more than 10 million users globally — which is leading edge for second generation support.”

About Sutherland Global Services

Sutherland Global Services is a multinational IT Enabled and Business Process Outsourcing (BPO) company, specializing in Integrated BPO solutions across Customer Lifecycle and Back-office Lifecycle Management services. Having started operations in 1986 in Rochester, New York, Sutherland now employs over 22,000 professionals offering Right Sourced ™ seamlessly blended services from its 23 delivery centers in the United States, India, the Philippines, Canada, Mexico and Eastern Europe.

By integrating highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates with clients to help them excel in their industry and maximize their customer lifetime value. For more information please visit www.suth.com

Tific closes big deal with Handelsbanken

Posted on 09. Jun, 2008 by Rick | 0 comments

Tific has yet again signed a deal with a large Swedish enterprise. This time it is Handelsbanken, one of the leading banks in the Nordic area, that has made the decision to complement its existing IT-support with support automation and self service. The arrangement incorporates 12 000 end-user licenses of Tific’s market leading support platform – Tific Support Automation Suite.

Anders Ljungqvist, Support Manager of Handelsbanken, is very satisfied with the implementation.

“Handelsbanken has previously turned to Tific for two important projects with terrific outcomes. That Handelsbanken have been able to rationalize the in-house technical support as well is great. The extensive cost-savings that have been enabled by Tific’s solution can now be invested in the development of Handelsbanken’s core business – services within the banking area”

Tific has, during the latter part of 2007 and the beginning of 2008, implemented their support solution at several large enterprises, something that Tific’s CEO Pär Ribbner partially thanks the analyst firm Gartner for.

”The second generation solutions within support automation and self service has gotten a great deal of attention since they imply whole new levels of user friendliness and problem solving, that Gartner now communicates how support automation is a central component of the next generation service desk has great impact on our market”

Support automation, a core functionality in Tific Support Automation Suite, resolves computer conflicts automatically or with minimal user interaction. Solving incidents in the conflict stage means that the end-user never encounters a given problem. For enterprises with thousands of computer users this proactive problem solving equals a substantial cost saving since the stream of support calls to the service desk decreases but also the hidden support cost that includes time invested by the user, or involved colleagues, in solving the problem.

Article in IT24 (in Swedish)

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB

Telephone: +46 708 688006

Email: tobias.petersson@tific.com

About Tific

Tific is the leading provider of second generation support automation solutions. Since our foundation in 1999, the solutions that we offer have helped numerous enterprise service desks and businesses serving the enterprise, consumer and mobile market to streamline their technical support which has led to reduced support costs and increased customer satisfaction. For more information, visit http://www.tific.com

Tific closes support automation deal with retail giant

Posted on 22. May, 2008 by Rick | 0 comments

Early 2008, Tific signed an agreement with ICA Group; one of the leading retail companies in the Nordic region. The deal includes 6000 end-user licences of eSupport; a tailored support solution based on Tific’s market leading platform Tific Support Automation Suite. “eSupport will increase the effectiveness while decreasing the cost of ICA’s in-house technical support and user satisfaction rates will go up” says Tom Sölch, Head of IT Support at ICA Group.

eSupport is based on Tific Support Automation Suite that automatically resolves known errors in the end-user computer environment through proactive mass- and self-healing. ICA’s tailored solution also supports Tific’s innovative self service guides and assisted service that facilitates the handling of support cases in the helpdesk.

“The investment will entail substantial savings for ICA in both a short- and long-term perspective” says Tific’s CEO Pär Ribbner. “With support automation and self service guides incidents can be resolved at level zero and the platform’s support for assisted service will reduce the handling time of incidents in the service center” explains Tific’s CEO who ends by expressing his satisfaction with how the year has started.

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB

Telephone: +46 708 688006

Email: tobias.petersson@tific.com

About ICA

The ICA Group (ICA AB) is one of the leading retailers in the Nordic area with 2 250 company owned and retailer owned stores in Sweden, Norway and the Baltic region. ICA AB incorporates ICA Sverige, ICA Norge and Rimi Baltic. ICA AB also offers financial services to Swedish customers through ICA Banken. ICA AB is a joint venture that is 40% owned by Hakon Invest AB and 60% owned by Dutch Royal Ahold. According to a shareholder agreement, Royal Ahold and Hakon Invest AB has joint influence in ICA AB. Trough Royal Ahold, ICA AB is a part of an international network of retailers. For more information, visit http://www.ica.se

About Tific

Tific is the leading provider of second generation support automation solutions. Since our foundation in 1999, the solutions that we offer have helped numerous enterprise service desks and businesses serving the enterprise, consumer and mobile market to streamline their technical support which has led to reduced support costs and increased customer satisfaction. For more information, visit http://www.tific.com

Tific extends the support automation platform to the SMB market

Posted on 06. May, 2008 by Rick | 0 comments

The SMB market faces the same challenges, but often lack the financial means of large enterprises in managing the escalating complexity of today’s IT environment. Populating the service desk is not always a viable option for small and medium-sized businesses when assisting the end-user with technical support.

With this in mind Tific has designed Tific Helpdesk Booster – a support solution that provides support technicians with actionable end-user computer information in real-time. With Tific Helpdesk Booster support technicians can bypass the manual gathering of information which on average represents 15-20% of the incident handling time. Tific Helpdesk Booster is a Software as a Service solution (SaaS) which makes it fast and easy to get started with and requires no maintenance. The solution will also add substantial value to larger enterprises as their service desks often lack easy access to the information that the solution provides.

Tific Helpdesk Booster is designed for ease of use as it requires no implementation and can be downloaded at the Tific website. Downloads initiate with a 30 day free trial period and an option of extending the use at the low price of $99 per support analyst and month after the trial period has expired.

Tific Helpdesk Booster is based on the market leading second generation support automation platform, the Tific Automation Platform that has been deployed to millions of users in global markets.

For further information, please contact:

Tobias Petersson, Marketing Coordinator, Tific AB

Telephone: +46 708 688006

Email: tobias.petersson@tific.com