Press release: ComAround Receives 2015 CUSTOMER Contact Center Technology Award

The knowledge and self service tool, ComAround Zero™, is honored for improving customer service technology.

customer-contact-center-technology-award-2015_150x158TMC, a global, integrated media company, has named ComAround Zero™ as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine.

“We are really proud of the awards that we have been given. It’s proof to us that our hard work pays off and it’s great to have our efforts and tool recognized,” says Per Strand, Founder and CEO, ComAround.

ComAround Zero™ is a knowledge tool for professional support organizations, who want to get the most out of working with knowledge as a key support solution for improving customer service. ComAround Zero™ is an easy to use knowledge tool that specializes in capturing, organizing, and sharing knowledge throughout the support organization. The solution is a cloud service and can be integrated with incident management systems or other ITSM tools.

ComAround’s innovative approach makes it much easier to maintain and improve the content health and provide better customer service:

  • Instant feedback from the organization through comments, ratings and search history.
  • Automatic alarms can be set to detect missing or irrelevant content.
  • Gamification to encourage, motivate and reward the support agents for creating valuable, searchable, relevant, and updated knowledge articles.

“Congratulations to ComAround for being awarded a 2015 CUSTOMER Contact Center Technology Award. ComAround Zero™ has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”

This tenth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

About ComAround

ComAround is a global self service knowledge solution provider. ComAround Zero™ enhances the support organization’s delivery of effective customer service. We have been developing smart services for more than twenty years.  ComAround Zero™ empowers users working with technology tools to resolve their problems 24/7/365. Hundreds of companies around the world use ComAround Zero™ to save millions of dollars each year, and drive down the cost for IT support. ComAround Zero™ seamlessly integrates with case management systems and ITSM tools. www.comaround.com

About CUSTOMER magazine

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.  www.customerzone360.com

About TMC

TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, IoT Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by 1.5 million unique visitors monthly. www.tmcnet.com .

ComAround Contact:

Therese Walve
Marketing Manager
therese.w@comaround.com

TMC Contact:

Rebecca Conyngham
Marketing Manager
203-852-6800, ext. 287
rconyngham@tmcnet.com

Integrate self-service with the ITSM tool

More and more people are realizing the power of integrating ComAround Zero™ with their incident management system or their ITSM tool. With our recent product release we launched our new integration framework using REST API’s.

Our integration platform makes it even easier to integrate ComAound Zero™ with your ITSM tool. With our platform your team will become empowered with knowledge from both the ComAround knowledge base and the ITSM tool’s knowledge base.

The power of only one login

Integrating ComAround Zero™ with your incident management or ITSM tool is essential for putting knowledge at the heart of your business. By doing this, both the end users and service desk can easily find answers and solutions in ComAround’s knowledge database, without having to login to a different system.

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ComAround Zero™ integrated with Cherwell Service Management® via Synerity.

The benefits

When end users find answers to their questions in the ComAround knowledge base they won’t have to log a case.  If they do log a case the service desk can easily attach and send a related knowledge article to the end user. This results in:

  • fewer cases
  • shorter length of time per case
  • increased user productivity
  • greater skills and competence for both users and servicedesk
  • increased use of self-service

Please contact us if you would like to know more about how your organization can integrate ComAround Zero with your existing incident management solution or  your ITSM tool.

ComAround joins Cherwell Software Technical Alliance Program (TAP)

ComAround adds value to Cherwell software with the cloud-based knowledge management solution ComAround Knowledge™. ComAround has joined the Cherwell Technical Alliance Program (TAP). Under the partnership, ComAround will be integrating its new technology for knowledge management with Cherwell Service Manager (CSM).

Cherwell SoftwareIt also means that ComAround gains a proven solution for technical integration with Cherwell Software and that the companies can join in creating new market opportunities.

“We’ve developed a solution that helps clients to reuse knowledge with ComAround’s knowledge tool in collaboration with Synerity, a partner of both Cherwell and ComAround,” says Per Strand, CEO at ComAround. “We’re happy to have formalized this partnership with Cherwell, both for the benefit of our clients and partners.”

“Our main goal is to help our clients with more effective IT service management solutions,” says Glenn Alvérus, CEO at Synerity. “Integration between Cherwell and ComAround is entirely in line with this goal.”

The ComAround cloud-based knowledge management platform is a unique combination of software, services and content that helps clients to collect, structure and share knowledge. Interoperability between ComAround and Cherwell provides clients with powerful knowledge management in a seamless interface, enhancing efficiency and productivity for agents and self-service users alike.

”Integration smoothly ties together the two solutions from ComAround and Cherwell so that both our users and support personnel can fully utilize the potential of both solutions via one and the same interface,” says Johan Frick, IT manager at Nibe.

“Cherwell is excited to have ComAround join our TAP. We are strong believers in the value that ComAround will add to Cherwell customers.” says Dawson Stoops, VP of Technical Alliances at Cherwell.

Read more about the ComAround Knowledge™ integration mApp for Cherwell Service Management®.

Try ComAround Knowledge™ for free.

About ComAround

ComAround is a global self-service knowledge solution provider. We have been developing smart services for more than twenty years, helping users working with technology tools to resolve their problems 24/7/365. Hundreds of companies all over the world use our cloud based self-service solution, ComAround Knowledge™.

About Cherwell Software

Cherwell Software is the developer of Cherwell Service Management®, an award-winning business technology and IT service management (ITSM) platform  recognized by leading industry analysts worldwide. Express Software Manager is our new, award-winning IT asset management software. Cherwell customers are part of a fast-growing, caring community using Cherwell Software to implement both ITSM solutions and business technology that goes beyond ITSM. Cherwell Software has the deepest expertise in the service management industry, including a global network of expert partners currently serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with EMEA headquarters in the United Kingdom.

We now have knowledge support for Skype for Business

In April, Microsoft released its new replacement for the communications software Lync, Skype for business. We now have guides for Skype for business in our knowledge solution ComAround Zero ™, which answers common questions, and help your users get a smooth transition to the new program.

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Everyone who has Lync will automatically get Skype for business through a common Office update. Contact us if you need help to get access to our knowledge articles for Skype for business on mailsupport@comarund.com . For those of you who do not yet have access to ComAround Zero ™, sign up for a free trial here.

Microsoft’s description of Skype for business: “Skype for Business (formerly Microsoft Lync) is a communications and collaboration platform that brings together an experience inspired by Skype with enterprise-grade security, compliance and control. It offers features including presence, IM, voice and video calls, and online meetings. It is built right in to Microsoft Office, so initiating chats, calls and meetings is an integrated experience within Office.”

New knowledge article categories in ComAround Zero™

In keeping with best practices for knowledge-centered support, our focus is both on producing new content and updating existing content based on demand and user statistics from our customers. We’ve identified the most popular categories and listed them below.

In recent months we’ve focused our efforts on the knowledge article categories that we’ve identified as most-used based on available user statistics. We’re going through the articles with the highest number of views, refining, adding and even removing content.

The most-used knowledge articles are in these categories:

  • Windows 7
  • Outlook 2013
  • Word 2013
  • Excel 2013
  • Lync 2013
  • Office 365
  • Outlook 2010
  • Word 2010
  • Excel 2010
  • iOS8

Please get in touch  if you have any specific guide requests.

Read more about ComAround Zero™.

New knowledge articles for software for Adobe CC and Google Drive

We have recently created the following knowledge articles in English:

  • 33 text articles for Adobe C (Creative Cloud), which is Adobe’s cloud-based service that gives users access to Adobe System’s software and cloud services at a monthly fee.
  • 13 articles for Google Drive.
  • 12 articles for SDL Trados Studio 2014, which is a translation program included in the program suite SDL Trados.
  • 14 articles for WordFinder .
  • 20 articles for FastFox, which is a freeware program in the category “text expansion software”. The software enables users to use commonly occurring words and phrases with the help of shortcut keys to simplify typing.

Read more about ComAround Zero™.

New knowledge articles for software for Mac

If you are a Mac user, you have around 250 new guides to dig into in ComAround Zero™.

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  • 64 text guides in the category Mac OS X Yosemite, which is the latest operating system from Apple and was released in October 2014. The focus is on details and content.
  • 50 guides for Mac OS X Mavericks. This is the next-latest version of the operating system for Macs.
  • 36 text guides for Excel 2011 Mac, which is the spreadsheet program included in the Office 2011 suite for Mac.
  • 40 text guides in the category PowerPoint 2011 for Mac.
  • 46 text guides for Outlook 2011 Mac in Zero. Outlook 2011 is replacing Entourage 2008 as the e-mail client in Office for Mac. It syncs with your Exchange account and gives you access to your e-mail, contacts, calendar, information and notes.

Read more about ComAround Zero™.

ComAround is launching several functions that support the processes in KCS. One of these is gamification

ComAround is launching several functions for simplifying and handling support cases via knowledge bases and the self-service concept ComAround Zero™, all in compliance with the processes in KCS (Knowledge Centered Support). KCS is a method and collection of processes designed to capture, structure, reuse and improve knowledge.

Gamification for encouraging participation and engagement

KCS helps service desks to set up processes for successful use of knowledge databases and self-services. To get service desk staff and users in the enterprise to use the tools and follow the processes, participation and engagement are required. A basic principle of KCS is acknowledging and rewarding effort. This is the reason why ComAround is introducing gamification, which involves using game design and game mechanics in motivating both individuals and teams.

Via top lists, ComAround Zero™ provides acknowledgment for those who create the most guides, the guides that have the most views and the guides that produce the highest degree of resolution. The lists are unique for each service desk team.gamification-first-sketch

Direct path to service desk when knowledge database lacks answers

In line with KCS, users should first search for answers to their questions in a self-service knowledge database. If the answer isn’t there, users should be given direct access to the service desk for help. When a search in ComAround Zero™ does not produce any hits, a form is opened for direct contact with the service desk from the page where the negative search results were displayed.

gamification-contact

Central locations for sharing guides with users

Reusing and sharing knowledge is another basic principle of KCS. The function for sharing guides is now centrally located on the guide page, as well as in the search results, so that service desks can send guides to users quicker and easier.
We’re constantly working to simplify and improve the functions in ComAround Zero™, and we’re looking forward to continued development of KCS-compliant processes along with our customers.

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Read more about ComAround Zero™.