02-06-2008, 09:21 PM
Join Date: Oct 2004
Location: Jibi's Secret Place
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Well, our first target to tackle with the implementation of BoxTone was the number of tickets sent from our help desk to our deskside support groups. In just the first few months of BoxTone being deployed to our help desk, BlackBerry tickets sent on to deskside staff have decreased by just below mid-double-digit figures. From an administrative standpoint, I will say that being able to diagnose a hung thread and which users it's actually impacting is more than a blessing. It lets me know that only a sub-set of the agent-controlled users are actually impacted, typically on a few BES servers that are known to be troublesome (new environment going up soon).
Updates are easily done. In fact, I'm assisting with the update process between BoxTone 3.0 to 3.1 now. Even in beta, it's as simple as clicking a few buttons and voila.
Licensing was an initial cause for concern for us, as well. In fact, we completely ruled out BoxTone for that sole fact. Honestly, the entire process seemed very similar to college football recruiting. They would check in on me, see how I was doing, etc. They told me to test out the other products, get the presentations, and then make a decision. They displayed no pressure or sense of sales urgency, unlike other companies. When we looked at the other products, disappointed was not the word for how we felt. They were just a big let-down. Needless to say, we went for the best product not the cheapest (in fact, licensing tends to be the same for the two heavyweights in this field). I would say that we're very happy with the purchase.
...on another note, Conceivium was a great product when it was first released and the other products were it and NeedText and various monitoring systems plug-ins and management packs. Very little has changed in the last few years, to my knowledge.
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