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 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 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 and TietoEnator in strategic partnership on new support offering

Posted on 15. Jan, 2008 by Rick | 0 comments

Nordic software company TiFiC and TietoEnator have signed a strategic partner and license agreement. Tific is a leading provider of second generation solutions for IT support automation and self service. TietoEnator will in 2008 make a big investment to further improve and strengthen their IT-support offerings. Support automation and self service are fundamental components in this initiative and TietoEnator has chosen the solutions from Tific. Tific’s solutions reduce support costs and increases customer satisfaction by automatically detecting problems on the users’ computers and automatically fixing these problems – so called support automation. Intelligent self service helps end-users solve problems on their own, and if assisted service is needed, Tific’s solution automatically gathers all relevant system information and sends it to the service desk which facilitates the troubleshooting process and significantly cuts the resolution time.

Tific will also assist TietoEnator in establishing a competence group for support automation and self service. This group will provide strategic advice in this field and will assist companies in implementing processes and solutions.

“The partner agreement with Tific on support automation is aligned with our strategy, on how we together with selected partners further strengthen our already wide range of services. IT-support is a keystone and also one of the areas in which we focus on becoming market leader. By integrating the products of Tific with our extensive knowledge in IT-support, we create a unique service”, says Mikael Jupiter, Vice President, TietoEnator Processing & Network.

“We are very proud of this strategic partnership with TietoEnator. Not only is it a great deal for us but it will also, with the competence and size of TietoEnator, help us reach out to the large Nordic enterprises much faster than we can do on our own.” says Johan Attby, VP Business Development, Tific.

For further information, please contact:

Johan Attby, VP Business Development, Tific AB

Telephone: +46 708 688010

Email: johan.attby@tific.com

Mikael Jupiter, Vice President, TietoEnator Processing & Network

Telephone: +46 708 190663

Email: mikael.jupiter@tietoenator.com

About Tific

Tific is a leading provider of second generation support automation and self service solutions. Tific’s solutions help enterprise service desks, IT support providers, software and hardware vendors, broadband services providers, and mobile phone vendors and operators reduce support costs and increase customer satisfaction. Tific was founded in 1999 and has successfully helped many global enterprises streamline technology support. www.tific.com

About TietoEnator

TietoEnator is among the leading architects in building a more efficient information society and one of the largest IT services providers in Europe. TietoEnator specializes in consulting, developing and hosting its customers’ business operations in the digital economy. The Group’s services are based on a combination of deep industry-specific expertise and the latest information technology. TietoEnator has about 16 000 experts in close to 30 countries. www.tietoenator.com