Dezide Becomes a Certified BMC Remedy Technology Partner

AALBORG, Denmark - April 9, 2013 - PRLog -- The overall goal of the integration has been to combine Remedy PT4 trouble ticketing with guided troubleshooting provided by Dezide. The Remedy PT4 trouble ticketing system is one of the world’s leading systems of this kind and it is expected that the integration can help grow Dezide’s business to other users of the Remedy system with a need for more advanced guided troubleshooting.

In the integrated system, NSN call center agents will be able to specify required fields in Remedy and receive a list of troubleshooting guides based on the title of the problem. The agent can then open the knowledge management tab in Remedy and use the system-identified Dezide troubleshooting guide to find a solution.
After having solved the problem, the result is sent back to Remedy. Next time a similar issue occurs, the agent can see that this guide solved the problem.
In case no result is found or no solution is found, the agent can provide feedback to suggest a solution or recommendation. The feedback is routed to the Dezide knowledge base administrator.

This enables NSN to achieve a higher efficiency and quality, since it will be faster and easier for agents to determine the correct troubleshooting guide for a specific problem. They can type less information than before and still get to a solution, and they do not have to specify the same information more than once.

About Dezide
Dezide is the leading supplier of intelligent knowledge management systems for optimizing customer service processes based on guided diagnostics and troubleshooting. Our solutions work across a range of platforms (online, offline, mobile, apps, etc.) and provides a single knowledge base for multiple channels.
Our guided troubleshooting technology is dynamic, flexible and self-learning - and can be automated by importing data pertaining to the customer or the status of the malfunctioning product, system or service.
Dezide has clients around the world and headquarters in Aalborg, Denmark.
See more at http://www.dezide.com.

For more information please contact:

Dezide: Claus Skaaning, CEO, phone +45 96557370 or email info@dezide.com

Dezide ApS, Gasværksvej 5, 9000 Aalborg, Denmark.

Facts about the Dezide solution

Dezide’s technology is called Bayesian networks and is a modern type of artificial intelligence where the system continually calculates probabilities of possible root causes and solutions, based on the information received from the user and in an automated manner from other sources such as sensor data and alarm codes. This information is then used to suggest an optimized sequence of tests and repair steps that reduce time and spare parts as much as possible. The system is capable of learning over time and can thus improve itself in an automated manner as it learns the typical root causes for various problems and the best solutions.