Vertical Solutions Integrates with Palantiri, Bringing Social Collaboration to PowerHelp Service Management Software

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Integration enables devices to participate in a social networking community and provide information directly into PowerHelp service management software to build knowledge, reduce field service calls, and improve technician selection

Cincinnati, OH — September 22, 2009 — Vertical Solutions, Inc. (VSI), an award-winning developer of Contact Center and Service Management Solutions, announces that it has integrated its PowerHelp solution with Palantiri Systems’ social collaboration software. Palantiri’s solution enables “intelligent devices” – including equipment used in manufacturing, medical, and other businesses – to participate directly in a social networking-style community. In this community, devices can blog, participate in chats, and provide information, statistics, and updates without human intervention. By integrating with the PowerHelp system, companies can enhance their device blogs to forward information on service and maintenance requirements and to automatically initiate trouble tickets. In addition, the collaboration enables companies to gather valuable data on devices, including usage statistics and maintenance information, directly into their PowerHelp knowledgebase without human data entry.

“The benefit of a social network in a business environment is to build a body of community knowledge. By enabling devices to participate in real-time, the device can contribute a tremendous amount of knowledge directly to the community,” says John Canosa, President and CEO, Palantiri Systems. “Our customers can take advantage of community style social networking, real-time device interaction, and integration with enterprise applications such as PowerHelp to provide context-based knowledge sharing in order to improve their service operations and truly engage their customer base.”

A typical service scenario using the two integrated solutions is as follows: a device submits a blog post about a fault condition, which can be forwarded on to those participating in the collaborative network, with that post automatically generating a trouble ticket in PowerHelp. A service technician can access the device information, bring up its history via PowerHelp, and even start a direct chat session with the device to remotely diagnose and potentially resolve the call, all within a single view in the Palantiri dashboard. Service techs can also use the Palantiri dashboard to view all calls assigned to them; service managers can use the software to create a “tag cloud” of expertise, which helps to identify the service technicians that are experts on a particular product or platform.

“Social collaboration has moved beyond personal networks and has demonstrated real business value by helping companies improve service operations and build customer satisfaction. Palantiri’s solution is an ideal fit for PowerHelp, and makes it very easy for companies to incorporate social networking into their service operations,” says Ron Wegmann Sr., CEO of Vertical Solutions. “By enabling devices to participate directly in the service process, we can streamline support, gather important information without the need for human intervention or data entry, and dramatically improve the way service and support are managed and delivered.”

The Palantiri solution is a web-based, Software-as-a-Service (SaaS) solution, which enables it to integrate with any existing enterprise application. Customers can integrate multiple applications with PowerHelp, including ERP systems, to provide more in-depth collaboration opportunities.

PowerHelp is a next-generation, web-based technology that enables any external service center, customer service, service provider, or human resources environment to dynamically manage information. Its open platform helps contact centers combine various contact channels from different vendors and technology into a single view while providing seamless support that carries across all touch points in an organization.

About Palantiri Systems
Palantiri Systems is redefining collaboration for OEMs. Our unique, patented, groundbreaking software platform combines the benefits of social collaboration with instant-messaging style device interaction and real time enterprise application integration. This platform enables OEMs to build device-aware communities and applications that can drive new revenue through innovative information based service offerings, create efficiencies through frictionless, context-based community interaction, and foster a level of customer and channel partner engagement that has not been possible before. Available as a subscription-based Software-as-a-Service platform, our offering helps companies get started quickly with a low-cost, secure, and scalable environment. For more information, visit www.palantirisystems.com.

About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc., develops, implements, and supports its current best-in-class PowerHelp suite of Contact Center and Service Management Solutions, and its latest technology including VContactCenter. PowerHelp is a robust, modular application that offers in-depth functionality for Customer Support, Field Service, Sales/Marketing Automation, and Mobile environments. Companies in a variety of industries and throughout the world use PowerHelp to improve service response and resolution times, reduce the costs of delivering service, capture actionable customer data, seamlessly integrate with external partners, and broaden their portfolio of service offerings. PowerHelp is flexible, integrates easily with legacy systems, and offers one of the industry’s fastest deployment times, all of which contribute to its low TCO, and high ROI. The company’s customer list is 100-percent referenceable, and includes ACCO Brands (GBC), Reynolds and Reynolds, ABB, Inc., and A. O. Smith Water Products Co. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide.

For more information, visit www.VSI-PowerHelp.com or call 1.800.466.0238.

Contacts:

Carmen Annis, Marketing
Vertical Solutions, Inc.
[email protected]
+1 513.891.7997

or

Alison Harris
Harris Media Services
[email protected]
+1 207.829.4500

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