GroupSoft ServiceDesk V8 Unveiled at Lotusphere 2005

ORLANDO, Fla., January 24, 2005 - GroupSoft Systems, Inc. unveils GroupSoft ServiceDesk Version 8 today at Lotusphere 2005, the annual gathering of IBM Lotus Notes/Domino professionals. GroupSoft ServiceDesk is a customer service system aimed at software and technical product companies selling complex products to businesses. It includes incident tracking, knowledge management and quality management modules.

Significant changes in Version 8 include a complete rework of the Notes user interface and dozens of new features, all based on customer feedback. The new interface puts all administration functions in one place and provides access to all modules from a central menu. Customer service agents can now select the opening view that best suits their needs. Automatic customer surveys via email, with an opt-out feature and adjustable sampling interval, are another new feature in Version 8.

While targeted to the software industry, GroupSoft ServiceDesk is being used by a wide range of industrial product companies. Support/maintenance agreement management is an integral part of the product. The application is licensed with full source code to allow customization using the proven rapid Notes/Domino application development environment that has created a fiercely loyal customer base for the platform.

"Customer service organizations are facing rising expectations on issues like response time and first-contact resolution rates. With Version 8, we've given our customers the tools they need to deliver outstanding service and to measure their performance", notes GroupSoft Systems' CEO Carl Fink.

GroupSoft ServiceDesk is licensed on a per-agent basis directly from GroupSoft Systems. Support is via an assigned representative. Training, data conversion, customization and installation assistance are available from GroupSoft.

GroupSoft ServiceDesk runs on all Lotus Domino server platforms including Linux. The application can be accessed by customer service agents using a Notes client or most popular web browsers. Customers can submit service requests via email or the web.

About GroupSoft Systems, Inc.

GroupSoft Systems develops help desk and customer service software for IBM Lotus Notes/Domino. The company is based in Newton, Massachusetts, with customers around the globe. GroupSoft Systems is an IBM Business Partner. The company was founded in 1993, originally as a consulting business focused on Lotus Notes deployment and custom application development.

GS/ServiceDesk, GS/HelpDesk, GS/SalesDesk and the people-and-documents logo are trademarks of GroupSoft Systems, Inc. Lotus, Lotusphere and Lotus Notes are registered trademarks of IBM Corporation. All other trademarks are the property of their respective owners.

GroupSoft Systems, Inc.
(617) 544-7687

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