The Molloy Group Adds Lotus Notes E-Mail Interface to TOP Of MIND Help Desk Software

Business Wire, July 25, 1995

PARSIPPANY, N.J.--(BUSINESS WIRE)--July 25, 1995--The Molloy Group Inc. has announced the addition of direct electronic mail link between its award-winning TOP Of MIND(R) Help Desk software and Lotus Notes(R), the industry-leading groupware product from Lotus Development Corp.

Customers will be able to use Notes to report their problems directly to the help desk using the system's Cognitive E-Mail(TM) feature. Messages are imported into TOP Of MIND and the system automatically opens a trouble ticket for each one and starts the problem diagnosis/resolution process. The help desk analyst can then send the resolution back to the customer via Notes.

"Notes is the de facto standard in groupware," comments Bruce G. Molloy, TMG's president. "Many help desks have sought to use its powerful messaging and workflow components, but have missed the problem-resolution and hypertext document capabilities that are available in dedicated help desk software but are lacking in Notes. The combination of Notes with the problem diagnosis and resolution capability of the TOP Of MIND Cognitive Processor(TM)(a) is unique; no organization that is committed to Notes should implement an enterprise help desk or customer service system without evaluating this technology."

TOP Of MIND, selected by LAN Magazine as its 1995 Product of the Year in the Help Desk category, uses a proprietary problem diagnosis and resolution technology called the Cognitive Processor to accumulate and distribute the collective knowledge of the help desk staff. The system, in effect, learns from the experience of its users.

One way it acquires that knowledge is through freeform text entry; the Cognitive Processor includes a natural language parsing algorithm that reads and "understands" freeform text -- including the text from e-mail messages. Freeform text matching is used to retrieve problem descriptions, diagnoses and resolutions from the TOP Of MIND knowledge base.

The system has long supported links to VIM- or MAPI-compliant e-mail systems, such as Lotus's cc:Mail(R), Microsoft MS-Mail(R) and Novell's GroupWise(TM), TMG recently announced a direct link between TOP Of MIND and the internet via the Cognitive Notes feature.

For more information about TOP Of MIND or Cognitive E-Mail(TM), contact The Molloy Group at 90 East Halsey Road, Parsippany, NJ 07054, telephone (201) 884-2040 or fax (201) 887-9177. TMG's e-mail address is marketng@molloy.com or 70262,2753@compuserve.com; the Company's World Wide Web page can be found at http://www.planet.net/molloy.>(a) Patent pending

Editors: A series of PCXformat screen shots showing the e-mail import function of TOP Of MIND Help Desk is available. Call Lisa Turner at 201/884-2040, ext. 202 for a diskette.

CONTACT: The Molloy Group Inc.

Bruce Molloy

Peter Dorfman

201/884-2040

or

Corinne de Palma Public Relations

Corinne de Palma

212/799-6088

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