IBM Includes Inside Staff

Updated · Mar 14, 2002

IBM will begin to include, Inc.'s automation solutions within its newly released ThinkPad notebooks and NetVista desktops, in accordance with an eSupport initiative forged last year.

The pairing is the result of an effort to automate and personalize customer support for all new IBM notebooks, desktop PCs and workstations, and eServer xSeries Intel-architecture servers, and will enable customers to problem-solve, diagnose and repair through automated self-service. IBM's expectation is to reduce call volume and call duration by bundling technology within its hardware.

“'s technologies help give customers access to high quality of service anywhere at anytime, right at their fingertips,” said Radha Basu, CEO and president of “Our comprehensive software approach to support automation can give companies like IBM a distinct competitive advantage by reducing support costs while increasing customer satisfaction and retention.”

In addition to IBM, Redwood City, Calif.-based provides automation solutions to BellSouth, Charter Communications, Cisco Systems, GE, Procter & Gamble, Sony, Schlumberger, CSC, SBC, and Siebel Systems.

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