| GroupSoft Systems Delivers GroupSoft Service Desk Upgrade |
| FOR IMMEDIATE RELEASE GroupSoft Systems Delivers GroupSoft Service Desk Upgrade Major new release adds full web client and seamless email support NEWTON, MA, June 22, 1999 - GroupSoft Systems today announced that it is shipping Release 5.0 of the GroupSoft Service Desk, a customer relationship management application designed for Lotus Notes, Domino and the web. This major new release gives customer service representatives full access to the system from any web browser using the new Webside interface. Previous versions allowed customers to submit help requests, search the FAQ and browse the knowledge base from the web but required the customer service staff to use the Notes client. Reflecting growing customer acceptance of email for support, Release 5.0 seamlessly handles incoming email from customers and allows customer service representatives to reply via email from within the Notes database. A complete record of outgoing email and prior service requests is visible under each customer's name. In addition, customer service representatives can now acknowledge and close service requests from any remote mail client, including the Palm Pilot and other PDA's. This provides an extremely efficient solution for mobile professionals without locking the company into any particular brand of PDA. The combination of full web support and enhanced email functionality allows for rapid, low-cost deployment of the GroupSoft Service Desk in organizations that are running Lotus Domino. "The GroupSoft Service Desk is now positioned as a fast, simple alternative for businesses requiring seamless integration of their email and phone support operations. We are seeing a lot of interest from e-commerce startups as well as traditional businesses that are expanding their web sites to offer support", noted Carl Fink, CEO of GroupSoft Systems. Other Enhancements · Automatic acknowledgment of incoming email service requests · Customers can check status of their service requests from the web · Customer satisfaction survey from the web · Top-10 FAQ list · Enhanced support for multiple help desks in enterprise installations · Two dozen additional enhancements Platforms GroupSoft Service Desk runs on all server platforms supported by Lotus Domino, including Windows NT (Intel and Alpha), OS/2, AIX, HP-UX, the IBM AS/400 and S/390. It requires Notes/Domino Release 4.6 or later and can be accessed using the Lotus Notes client and Netscape or Microsoft browsers. Pricing and Availability GroupSoft Service Desk 5.0 is available now. The GroupSoft Service Desk is shipped with an unlocked design (open source), enabling complete customization by GroupSoft Systems or the customer. ---- GroupSoft Systems, Inc. is based in Newton, Massachusetts. Founded in 1993, the company is a Lotus Business Partner focused exclusively on help desk and customer service applications for Lotus Notes/Domino and the web. The company's product line also includes the GroupSoft Help Desk, an internal help desk application for Lotus Notes, Domino and the web. GroupSoft Systems' products are in use in Australia, Canada, Europe and throughout the United States. GroupSoft Systems can be reached at (617) 454-1115 or visit our web site: http://www.gsft.com # # # GroupSoft Systems, GroupSoft Service Desk, GroupSoft Help Desk and Webside are trademarks of GroupSoft Systems, Inc. Lotus, and Lotus Notes are registered trademarks of Lotus Development Corporation. Domino and Notes are trademarks of Lotus Development Corporation. All other company and product names are trademarks or registered trademarks of their respective owners. |
| GroupSoft Systems, Inc. | (617) 544-7687 | www.groupsoft.com |