BEA Systems, a world leader in infrastructure software, has announced that its eSupport site has been named as one of the “Ten Best Web Support Sites of 2005” by the Association of Support Professionals (ASP), a prestigious listing that recognizes excellence in online service and support.
Diyaa Zebian, General Manager, Middle East & Egypt, eSolutions BEA said “BEA’s eSupport web site has been named, for the second time in three years, as one of ASP’s Ten Best Web Support Sites. This is the outcome of our efforts to provide the best online service and support to our customers, to better satisfy their requirements. The recognition reinforces the fact that BEA is clearly on the leading edge of web support, demonstrating a good understanding of the needs of our customers.”
According to the ASP, the “Ten Best” sites provide exceptional online support for software, hardware, and other technology products. The awarded winners are selected by a panel of Judges, using a scoring system that is based on 25 separate performance criteria, of which includes overall usability, design, navigation, knowledgebase, search implementation, interactive features, personalization and site development change.
“In today’s Internet-based society, the ability to continually develop, foster and improve processes that promote delivery of support applications across and beyond the enterprise can be critical,” said Zebian. “BEA eSupport builds on the BEA Customer Service Solution framework, which leverages the WebLogic Enterprise Platform that includes an integrated CRM back-end, a search engine, and knowledge management. This Service Oriented Architecture (SOA) design and strategy is designed to allow new services to be added in order to help businesses quickly respond to requirements.”
One of the main features of eSupport is Support Patterns, which can help reduce the time spent diagnosing problems to get to the root cause and the correct fix. Support Patterns are designed to help improve a technical team’s productivity and efficiency in supporting the BEA software infrastructure. BEA maintains a library of Support Patterns that can resolve the most common problems, system behaviours, and issues.
The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, services marketing, and fee-based support.
