Contact Center Industry News

[July 27, 2005]

CobbleSoft Shoots For 'Smarter Service'

CobbleSoft announces the release of Version 3 of COIGN Enterprise.

TMCnet CRM Alert Columnist

CobbleSoft International Ltd. is announcing the availability of Version 3 for COIGN Enterprise, its web-based helpdesk and service management software product.

Offering new and enhanced collaboration capabilities, Version 3 "strengthens the product’s focus on Information Technology Infrastructure Library best practices for internal and business-to-business support," according to company officials.

Claiming an "industry first," CobbleSoft says COIGN’s User Footprints capability "enables a full transactional user audit trail," allowing technicians to track the details of end-user self-service sessions "to see what searches and downloads were tried before a ticket was logged." The idea is that armed with this knowledge, technicians can provide more informed and proactive support.

"The User Footprints feature is, I believe, a CobbleSoft industry first for helpdesk/service management software," CobbleSoft CEO Richard Stevenson told this reporter. "Every step a user takes through COIGN Enterprise is tracked, which means technicians can drill down and see what exactly they've done, what they've tried, what they've searched for in the knowledge base, what they've downloaded, etc. This eliminates the 'is it plugged in' standard first questions scenario for smarter service."

A greater emphasis has been placed on the capture and distribution of self-service knowledge and content management. Automatically logging query terms for executed searches, COIGN lets client content providers modify knowledge capabilities through periodic, real-time usage analysis. Feedback is solicited on download of content, providing for rapid measurement of results, while content is now stored directly in the database thus, streamlining the provisioning process and allowing for enhanced search.

The Phelps, New York, company, located halfway between Rochester and Syracuse in the Finger Lakes, has improved the graphical user interface which supports virtual security throughout the enterprise, "enabling personnel to easily segregate access between internal and external users," officials say.

The key is "mostly doing stuff right, using common sense real-world approaches," Stevenson said. "For example, ITIL is a set of guidelines, a framework -- not a set of instructions. What is a best practice for one organization may not be for the next. We are always cognizant of that during our application design and development, we certainly don't want to be another 'do it the Microsoft way or no way at all' company."

The updated service portal extends group messaging and alert capabilities, allowing clients to configure individual display components such as quick links to the top ten downloads or surveys. In-Bound E-Mail now allows the creation of tickets from e-mails, offering clients the capability to configure multiple, unlimited e-mail accounts.

Company officials say COIGN’s real-time data warehousing allowed for the creation of a new desktop Dashboard to monitor service activity levels across an entire organization. The real-time reporting also extends to the report library, providing for key metrics in both calendar and chart format.

Pamela Follett, president, CobbleSoft International said "self-service and support is actually a constantly evolving, two-way process -- you can landscape a beautiful garden, but you still have to mow the lawn."


David Sims is contributing editor for TMCnet. For more articles by David Sims, please visit:

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