Quick Calls
The introduction of Quick Calls in LiveTime Help Desk will allow supervisors to setup templates for common problems and solutions. This enables cases to be logged quickly, assigned automatically, and resolved in a fraction of the time it would normally take. “The savings in time and resources are significant,” said Dr. Darren Williams, CEO of LiveTime Software, “they have a major impact on support team effectiveness and best of all, the ROI is immediate.”

Customizable
LiveTime continues to emphasize open standards and universal access with complete support for Cascading Style Sheets level 2 (CSS2) and HTML 4. This enables users to have total control over the look and feel of the product, with access to every template in the system. There are currently three levels of control available, ranging from simple branding, through the standard administration console, to page style and content using any text editor. This gives users unprecedented power normally reserved for consultants.

Performance
Performance has been another key focus in this release with support for connection pooling and primary and secondary caching architectures. “This significantly boosts performance with high concurrent access of more than 50 technicians and thousands of users,” said Dr. George Vossos, CTO of LiveTime Software. Version 3.5 also includes ‘self-healing’ and diagnosis for complete auto-recovery under high traffic conditions.

IBM WebSphere and DB2
With continued focus on vendor neutrality LiveTime now includes complete support for IBM DB2 UDB v8.2 and later running on Solaris, Linux and Windows platforms. The ability to support DB2 UDB allows an enterprise to standardize its Service Desk on the IBM technology platform. This release also includes enhanced support for IBM’s WebSphere J2EE application server.

About LiveTime Solutions
LiveTime Support Desk provides the functionality to run a highly efficient and cost-effective support operation, and LiveTime Help Desk enables delivery of quality customer service, even in the most complex IT environments. These customizable, browser-based service management solutions combine best-in-class software with core Information Technology Infrastructure Library (ITIL®) best practices, the industry-standard framework for IT service delivery and support.

Both products continue to lead the industry by delivering comprehensive, vendor neutral, zero footprint, web-based functionality. As all-in-one solutions they are designed to save time and money for any organization offering either internal or external customer service.

About LiveTime Software
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of J2EE-compliant, web-based service desk, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime’s vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit http://www.livetime.com

Media Relations contacts:
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Phone: +1-949-752 1660, Fax: +1-949-752 1649

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Level 5, 22 William Street, Melbourne, VIC 3000 Australia
Phone: +61-3-9620 7588 Fax: +61-3-9620 7533

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