CC Assistant is the ITSM solution which helps customers, employees to interact at a central level, eficient, transparent and secure
CC Assistant is based on well known and universally accepted standards in terms of total quality services, such as: ITIL (Infrastructure Library), being addressed both to support centers of IT service providers and hel desk departments of IT companies.
Hosting based on subscription
By using CC Assistant you can get an optimal climate for efficient communication between the organization and customers or employees, creating added value for your customers and increasing efficiency. Are these your objectives? Do you need also continuous availability for the support applications? We offer you CC Assistant as a service based on a subscription via Internet. Or in other words: Software as a Service.Based on an annual subscription, Xprise offers you complete hosting sevices, a modern and secure infrastructure, back-ups and access to the new product versions.
Functionality
CC Assistant includes the following integrated modules:- Call & Incident Management - is a CC Assistant module that enables a centralized management of different types of calls: incidents, requests for change, and assistance requests from users. The CAM module is in the same time a help desk tool that allows recording users’ calls and managing them depending on the defined processes and responsibilities.
- Problem Management - helps in creating and managing a knowledge base specific to each community, by recording problems and their solutions and linking them to the incidents that occurred. In order to share with the whole community the experience gained while solving past incidents, the module allows the definition of problems as uncommon situations, a pattern of circumstances that may occur again in the future. Describing problem solving methods in a place accessible to everyone (called knowledge database) enables users to solve problems for which otherwise a specialist would be needed. Linking incidents to these patterns allows statistical analysis, such as the frequency of calls signaling a certain problem, how many incidents were solved using known solutions, number of solutions per group/employee/call etc.
- Configuration Management - allows defining, classification, grouping, and cost calculation of the infrastructure element such as PC's, licenses, contracts and documentation. Defining a grouping hierarchy for the infrastructure elements helps the analysis requirements of a system. Thus the possible weaknesses can be identified and a future strategy can be developed.
- Service Level Management - The Service Level Management module helps you to manage a delivered IT service in terms of quality, quantity and costs. Based on Service Level Agreement, the Service Level Management module helps formalizing the services delivered by a supplier. The SLA is a contract between a customer and a supplier, documenting the provided services and support, in terms of quality and quantity. SLM helps managing the agreed service levels, monitoring them for compliance and controlling achievements to ensure service levels are met.
- Change Management - Change Management is a CC Assistant module that helps managing changes related to infrastructure and projects in the organization. It’s a tool that helps you plan, approve, implement and control the changes inside the organization.
- Webhours - Hours Management is a system that records the worked hours in order to consolidate them at person, project, department and customer level. This module allows the analysis of worked hours for different projects and periods and helps optimizing the costs in organization oriented on processes
- Smart Agents - is a flexible notification package that can be used to send CC Assistant users e-mail messages regarding events occurred in CC Assistant environment. Activated by Windows Smart Agents Service, the “agents” defined in CC Assistant periodically check the application’s database to detect whether certain changes occurred. In case they come across a change, the agents alert designated users about detected events.
Architecture and technology
The CC Assistant modules are ASP ready using Windows DNA and .Net technology. Being built on multilevel architecture gives the system high scalability in terms of the number of users and the volume of transactions.Internet Information Server sustains the WEB server, and the application is hosted by Windows 2003 Server, using COM+ components.
The used database technology is Microsoft SQL Server 2005.
The user interface can be accessed with Internet Explorer 6.0, 7.0 and Netscape 7.0. 8.0 and Firefox 2.0.0.X browsers.
Reports are generated on the Web using Crystal Reports 10.0, and multidimensional analysis is based on the OLAP server, included in SQL Server (Analysis Services).