SysAid | January 12, 2024
SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people.
At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents.
Combating ineffective virtual agent deployment
According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective.
With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents.
The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation.
In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature.
AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar.
Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket.
SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%.
"The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers."
The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations.
Enhancing CSAT scores and slashing MTTR
SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance.
"SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output."
SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose.
With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com
Mindmatrix | December 15, 2023
Mindmatrix, the next-gen PRM and partner marketing software provider has introduced powerful partner program automation tools to its award-winning partner ecosystem orchestration platform, Bridge. They've announced the release of partner program automation tools that allow vendors to automate and streamline their partner programs, by making it easy to manage diverse partner personas, tiers and also, multiple partner programs.
The Partner Program Automation module integrates partner data across the board, collating everything at a single point in the Mindmatrix Bridge software platform, which serves as a centralized hub for managing partner objectives, expectations, and rewards. With automated partner tier management, vendors can effortlessly oversee revenue measurement, partner training, certifications, and track the KPIs for each partner, ensuring seamless progression through partner program tiers.
By enabling the creation of co-planned business strategies, goal setting, and task assignment, Mindmatrix Bridge software's Business Planning Automation module facilitates greater collaboration and engagement within the sales and partner ecosystem.
Vaughn Mordecai, SVP Sales & Business Development, said, "Our new Partner Program Automation module will simplify partner program management to a great extent, empowering vendors to scale their partner ecosystem efficiently. And, allowing them to run their end-to-end partner hierarchies directly from their partner ecosystem orchestration platform. It's one more step in the goal to bring all partner related motions to one location."
Mindmatrix's Partner Program Automation feature redefines partner relationship management, offering a suite of powerful tools that streamline marketing efforts, fortify key relationships, and drive unparalleled results.
A next-gen PRM and partner marketing software provider, Mindmatrix has been focused on helping companies sell more, faster since its inception in 1998. A pioneer of sales (direct & indirect) and marketing enablement technology, today Mindmatrix is the only company offering a fully unified platform (Bridge ™) that connects and enables sales (direct & indirect), marketing, alliances and partner ecosystems. Through Bridge, Mindmatrix expands sales ecosystem enablement beyond its traditional boundaries to cover not just Sales Ecosystem Enablement, but also Partner Marketing and Multi-vendor Solutions Management.
Bridge, from Mindmatrix, is a unified platform built to engage and enable your channel partners, alliances, and internal teams. Bridge takes the complexity out of sales ecosystem enablement by serving as a single platform with all the capabilities of a PRM Software, Partner Marketing Software and, partner and direct sales enablement software. Bridge drives sales ecosystem enablement beyond its traditional role to cover partner marketing and multi-vendor solutions management as well. Bridge provides a personalized collaboration platform that powers shared marketing, sales, and service experiences. Bridge is the only TRUE Partner Marketing Software with to, through, with and for-partner marketing tools to drive all of your partner marketing programs. With tools that facilitate guided selling, multi-vendor collaboration and easy revenue management, Mindmatrix Bridge is your powerful multi-vendor solutions hub.
Lynx Software Technologies | December 12, 2023
Lynx Software Technologies (Lynx), a leader in the development of foundational, open architecture software solutions for the Mission Critical Edge, today announced the acquisition of Timesys Corporation (Timesys), a provider of development tools, cybersecurity solutions, and differentiated software engineering services for open-source embedded and edge software applications.
For over 20 years, Timesys has been an industry leader, helping customers build, secure, test, and maintain Linux-based and other open-source edge and embedded software solutions. Over 200 clients across aerospace, defense, industrial, medical, and enterprise end-markets rely on Timesys’ Linux expertise and developer productivity and security solutions to ensure on-time and on-budget delivery of reliable, secure, open-source software products. Central to this has been Timesys’ value-added developer productivity and cybersecurity solutions, including software composition analysis (“SCA”) tools that enable the production and management of software bill of materials (“SBOM”) and managed service offerings tied to Linux distribution and open-source software lifecycle management.
“Lynx’s mission is to improve the economics of designing, deploying, and servicing high-assurance edge software solutions,” commented Tim Reed, Chief Executive Officer of Lynx. “Increasingly, our customers leverage Linux-based solutions alongside safety-critical software within mixed-criticality systems. The addition of Timesys’ development and cybersecurity tools and its Linux engineering services enable Lynx to support our customers more effectively across a full spectrum of complex edge and embedded software needs. I’m thrilled to welcome the Timesys team to the Lynx family.”
The combination of Lynx and Timesys creates a scaled software solution provider focused on Mission Critical Edge and embedded software applications for customers with the most demanding reliability, security, and interoperability needs. With the addition of products and services offered by Timesys, the LYNX MOSA.ic platform will be able to deliver incremental value, functionality, and security to mixed-criticality systems requiring the real-time software determinism of Lynx’s core IP and the flexibility of the Linux open-source platform. All products currently offered by Lynx and Timesys will remain available and supported.
“Lynx’s products are built on a foundation of openness, efficiency, and flexibility, which aligns strongly with our core focus on open-source software ecosystems,” said Atul Bansal, Chief Executive Officer of Timesys. “The Timesys team is excited to join the Lynx platform and leverage the Lynx’s scaled corporate infrastructure, go-to-market resources, and technical expertise while providing our expertise in Linux-based software solutions to further the differentiation of our combined portfolio of offerings.”
CEO ally, Inc. acted as exclusive M&A advisor to Timesys.
About Lynx Software Technologies
Lynx Software Technologies, an OceanSound Partners portfolio company, is on a mission to improve the economics of developing, deploying, and maintaining high-assurance Mission Critical Edge platforms with modular software solutions based on open standards. Our proven technology leadership, extensive system certification expertise, and commitment to open standards have consistently saved our customers millions of dollars in development costs while delivering desired system performance, security, and reliability on schedule. Lynx is committed to enabling customers to build and manage orchestrated, cloud-connected platforms that harness a broad array of modern technologies and unique design methodologies to enable accurate, deterministic decisions at the Mission Critical Edge without compromising safety or cybersecurity requirements. For more information, visit www.lynx.com.
Timesys is a pioneer and industry leader in open-source software security solutions, development tools, and engineering services and consulting, spanning the embedded software market. With Timesys’ expertise, customers are able to reduce development costs and accelerate time-to-market for edge devices and IoT systems and applications using embedded Linux, Android, FreeRTOS, Zephyr, and other open-source solutions. For more information, visit www.timesys.com.
About OceanSound Partners
OceanSound Partners is a New York-based private equity firm that pursues control investments in technology and technology-enabled services companies serving government and enterprise end markets. OceanSound employs a partnership approach, working closely with founders, entrepreneurs, and executives of middle market businesses to drive transformational growth. For more information, visit www.oceansoundpartners.com.