Fujitsu Announces LiveHelp 3.0, the Remote Support Tool for Windows 3.1, Windows 95 and Windows NT

Business Wire, Feb 20, 1997

TOKYO--(BUSINESS WIRE)--Feb. 20, 1997--Fujitsu Limited today announced the latest release of LiveHelp 3.0, its real-time remote support product. The software interoperates between users running Windows NT, Windows 95 and Windows 3.1. An international product, LiveHelp 3.0 is sold in the United States and Europe.

LiveHelp software connects help desk experts and users together for real-time support and training sessions over LANs, WANs, modems and the Internet. During an on-line session the help desk can see the user's screen, share control and operate the user's applications, send and receive files and use other LiveHelp tools to provide immediate assistance.

The new release introduces support for Windows NT, adds security options to protect users from unauthorized connections, includes screen and file transfer performance improvements resulting in speeds from 2 to 5 times faster than previous versions, and provides enhanced file transfer capabilities to quickly send files or entire directories.

"LiveHelp is an essential part of our successful solution," said Ronald M. Larock, manager of customer support, Cambridge Shopping Centers, Toronto, Ontario, Canada. "It gives us a strong advantage by providing immediate interaction with our end users, which saves us money by resolving tech support issues quickly and efficiently. We conducted a lot of our own research before we selected LiveHelp and what sold us on their product was its ease of use. The end user needs help and is most likely not overly technical, so all the capabilities of this program remain with the help desk expert. LiveHelp is such a powerful tool that we use it for more than just support, we use it for just-in-time training on new applications in all our locations from coast to coast."

Using LiveHelp, the support staff improves the quality of their services, reduces support costs and increases productivity throughout the organization. The help desk staff can stay in the office and focus on their work, while end users quickly get the answers and training they need. Most notably, LiveHelp software is exceptionally easy to use. For instance, to receive assistance, the end user simply clicks on the LiveHelp icon. The expert then establishes the connection to the user's computer and utilizes LiveHelp tools to resolve the problem.

"LiveHelp's design focuses on providing a powerful set of capabilities to the help desk staff, while making it easy for end users to receive quality assistance," said Chuck Higgins, director of LiveHelp research and development at Fujitsu Software Corporation. "LiveHelp 3.0 differentiates us from our competitors because it is specifically geared towards remote support needs."

With LiveHelp, multiple help desk staff can be involved in the support process. If the first technician needs to escalate the call to receive assistance from a specialist, second and third line experts can join the session at any time. The junior technician can stay in the session, or leave to handle another call. This multiple expert capability is useful for training new or junior help desk staff. One set of installation diskettes operates on Windows 3.1, Windows 95, Windows NT 3.51, and Windows NT 4.0. The software installation script can be pre-configured for a company-wide roll out.

LiveHelp is distributed internationally: in Japan by Fujitsu Ltd., in the United States by Fujitsu Software Corporation (FSC), and in Europe by ICL Personal Systems Oy. In the US, LiveHelp is priced at $14 - $19 per user and $149 per expert. For additional product and ordering information, or to arrange a free 30-day trial of LiveHelp contact FSC at 800/446-4736 or 203/326-2700.

Fujitsu Software Corporation

Fujitsu Software Corporation (FSC) is a wholly owned subsidiary of Fujitsu Limited, a $34 billion international leader in computers, telecommunications, software and other electronic devices. Founded in 1991, Fujitsu Software Corporation focuses on key technology markets including: on-line multi-user virtual environments, Internet/Intranet groupware, multimedia object-oriented software, network management, foreign language translation and programming languages. FSC is headquartered in San Jose, California. For additional information, visit the FSC Web site at http://www.fsc.fujitsu.com .

CONTACT: Fujitsu Software Corporation

Denise Lejardi, 408/456-7704

denise@fsc.fujitsu.com

or

Miller/Shandwick Technologies

Richard Burger/Gina Anderlini, 415/962-9550

rburger/ganderlini@miller.shandwick.com