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For Immediate Release
Contact: Sales, 360-397-1098
c.Support for IBM/Domino Paves Way for the Future
January 26, 2004 - Orlando, Fla - GWI Software, one of the oldest continually operating provider
of Notes and Domino based IT helpdesk applications, today announced they will unveil c.Support®
version 10 for Domino at Lotusphere 2004. c.Support version 10 includes a major architecture rewrite
to allow future integration of additional GWI and IBM technologies and mixed installations of GWI's
products. Other features in version 10 include speed increases, customer suggested user interface
enhancements and productivity tools.
"We want to keep this incredible product moving forward," stated Daren Nelson, CEO of GWI Software.
"By focusing on a new architecture we are hoping to send a clear message that we want to keep this
product fresh and continue to meet the needs of the almost one million people we support each
year."
"There has been a dramatic improvement in speed and usability," says Kathy Freeze, Notes Administrator
for CTI MI. "GWI listened to their customers and provided functionality to allow us to raise the
level of support we provide, while lowering costs. We couldn't be more impressed with GWI's service
and support for this release."
c.Support version 10 gives users unprecedented ability to record, manage, track monitor and measure
all the activity of your support operation. Enhancements include:
Streamlined User Interface enhance user experience
Intuitive placement of tabs, menus and icons allow users to access what they need with fewer clicks.
Other features including wizards and spell check also improve user interaction.
Custom fields for ticket creation improves information collection
Based on category (such as hardware, software, or department), administrators can customize the fields
that need to be completed when creating a ticket, ensuring they have the information they need to
support the customer.
Tighter integration with Lotus Notes Inbox eliminates double-entry and reduces mistakes
Email from a Lotus Notes Inbox can now be captured and displayed as a correspondence document in a ticket.
Conversely, ticket information can be included in an outgoing email.
Export wizard provides flexibility for data
Easily extract any data from c.Support for detailed analysis or integration with other systems.
Automatic templates applied to email tickets saves time
A rules-based processing feature that allows users to apply incident templates to email tickets based on
the message recipient or an exact or partial match with the email subject.
About GWI Software
GWI Software is the oldest provider of web-based help desk and customer service applications. GWI's core
product, c.Support, is a comprehensive solution that allows support organizations to coordinate, manage,
and track everyday support activities, build knowledge bases, and track assets. Providing solutions for
over 10 years, c.Support is installed at over 2,500 locations worldwide, and in use by over 50,000 help
desk professionals supporting over 500,000 end users. For more information, contact GWI Software at
360-397-1000 or visit http://www.gwi.com.
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