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For Immediate Release
Contact: Sales, 360-397-1098
GWI Software Adds Customization and Flexibility with c.Support for Microsoft Windows version 2.5
November 12, 2003 - Vancouver, WA - GWI Software, a leading provider of web-based help desk solutions, today
announced the release of c.Support® 2.5 for Microsoft Windows. Among other customer-requested enhancements,
this new version includes easier navigation, custom views, and enhanced end-user search capabilities. Leveraging
the .NET standard, c.Support version 2.5 continues to advance its integration with Microsoft® CRM.
"We continue to move our Microsoft® product forward, focusing on customer input above all else," stated Daren
Nelson, Founder and CEO of GWI Software. "This release adds a lot of great time saving features that our users have
asked for, as well as some great new features that improve overall call center functionality."
"GWI has done a great job of enhancing and expanding the functionality of the .Net product to reduce the time required
to work an issue by technicians and end users," said Ken Chapman, Technical Support Manager for Desire2Learn Inc.
"In addition, it includes some functionality that we specifically requested that wasn't in the original release plan.
We couldn't be more impressed with the reactivity, service and support demonstrated by GWI for this release."
The new features in c.Support 2.5 provide customization and flexibility:
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.
Contract integration with Microsoft® CRM eliminates double-entry and reduces mistakes
Microsoft CRM case based contracts are now tracked by c.Support. When creating a ticket, c.Support will search CRM for
the appropriate contract information and make appropriate deductions.
Custom notification templates add flexibility
Administrators can easily create custom templates for notifications that are generated by c.Support, allowing
personalized correspondence to end users.
Custom View Builder filters information for quick analysis
The new Custom View Builder allows administrators to select asset, configuration, customer, FAQ, headline, incident or
knowledge fields for a customized view to display to all support representatives.
New search functionality increases end-user satisfaction
End users can use a search engine to find their submitted tickets and view ticket status or resolution.
c.Support version 2.5 is available immediately. The system is fully web-based and requires only a web browser client.
It can be installed on a Microsoft Windows® Server running IIS. The product includes all of the elements to become
functional on your IIS machine.
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
2000 locations worldwide, and in use by over 75,000 help desk professionals supporting over 900,000 end users. For more
information, contact GWI Software at 360-397-1000 or visit http://www.gwi.com .
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