What is Web+Center ?

Web+Center can be used in a traditional phone based support organization, or in a system where customers can enter cases over the web, or in a system that uses a combination of the phone and web customer support. It encompasses four distinct applications that use a common integrated database:
  • Customer+Center is a customer accessible application that allows customers to self register and submit support cases.
  • Tech+Center allows support staff use to create and manage cases created by customers or by other support staff.
  • Business+Center is a sales/CRM application that enables sales/contract reps to record customer notes and assign customer contacts to reps. It also has several group emaill notification options and options to organize customer into user groups.
  • Pocket+Center is a version of Tech+Center whose user-interface is designed to support the Pocket PC class of devices. It is intended for use by roving Tech Support staff who can consult or update records directly while attending to a support call, wherever a wireless network connection to the internet is avaialble.
Why is Web+Center different from other customer support systems ?

Web+Center does not come with any platform specific client applications. All functions of the system other than the initial installation of the software are performed through platform independent web browsers. There will never be any installing, or upgrading, of Windows or Mac applications since the only way to access all of the functions of the Web+Center is through a standard web browser.
What Hardware and Software Infrastructure is needed to support Web+Center ?

Web+Center is implemented using Active Server Pages (ASP) technology and thus can run in either of two main types of environment
  • Windows 2000/2003/XP using IIS as the web server and either Microsoft ACCESS or SQL2000 for its database management system
  • Linux using the Apache web server with Sun Java System Active Server Pages (formerly known as Sun ONE Active Server Pages formerly known as Chilisoft) together with MySQL for the database management system. Please review the Web+Center for Linux specifications sheet for more information and database and server requirements.

In terms of hardware, an average desktop system of moderate configuration should have ample power to support some dozens of help-desk "seats". Only when the number of concurrent users runs well over a hundred might you need to consider a more powerfull machine specially configured as a server.

Alternatively, when using Linux, a very attractive alternative lies with using a remote-hosted service. Subscriptions for this kind of service are offered by a number of vendors for around $10 a month. Besides obviating the need to maintain physical hardware in-house, such services can provide all the other necessary infrastructure such as backup/recovery, system protection and maintenance, usage statistics, etc. etc.

Is Source Code provided and can I modify/adapt the code to integrate into an existing corporate environment ?

Yes indeed. Because Web+Center is implemented using Active Server Pages (ASP) technology, the complete "source" code is available to the user and is easily adaptable by a moderately competent programmer who is familiar with this technology and database access via an ODBC connector.
I need a system for use in a non English-speaking environment. How easy is it to adapt the user-interface to Spanish for example?

All language-sensitive user-elements (menus, field labels, help text, etc.) have been isolated as constants which are defined in a separate file. These can easily be adapted to either your local language or industry-specific terminology.
Can you give me an idea of "other" costs of ownership such as systems administration and support personnel requirements ?

Feedback from our customers shows that initial installation and configuring the system takes on the order of a few days for a moderately experienced programmer/analyst who is familiar with Systems Administration functions on the chosen target platform. If any significant customization or complex integration with other existing applications is required, this will of course take longer and is a function of the complexity involved.

Once the system has been configured, user-names, passwords, and privilege levels have been assigned, and the sytem is in production, care and maintenance should take no more than a few minutes a day for an administrator to handle routine maintenance such as assigning passwords for new support personnel etc. This is done using web-based tools available to users who have had administration privileges assigned.

What Databases does Web+Center support ?

On a Windows platform, Web+Center currently supports Microsoft SQL*Server 7.0, SQL 2000 and Microsoft Access databases. If you are using the Access database, you DO NOT even require MS Access/Office 97/2000 to be installed since the necessary ODBC Access database drivers come pre-installed with Window NT/2000/2003/XP.

On a Linux platform, Web+Center currently supports MySQL.

What Web Browser is required ?

Web+Center currently supports Netscape 3.0 and above and Internet Explorer 3.02 and above. Web+Center applications use very standard HTML 3.0 tags allowing for compatible viewing across most browsers. No additional plugs-in, Java or extensive Java Script is required for operation.
Does Web+Center use JAVA ?

All application logic is performed on the server and all output consists of browser pages that are standard HTML (with frames) and do not require either JAVA or other plugs-ins to run on the browser. This avoids potential JAVA version or browser compatibility issues, and makes the application more widely accessible to users without requiring browser upgrades. This is particularly important where a diverse customer base is being encouraged to enter their own trouble reports or support requests directly on-line.
How much does it cost ?

For installations supporting up to (3) techs, it is FREE! No limits on the number of customers or cases. Really ! For more than 3 techs, Web+Center is priced in 5 simple tier levels: $675 for 4 techs, $1,500 for 5 Techs, $5,000 for 10 support techs for small organizations, $10,000 for 25 support techs for medium sized firms, and $15,000 for unlimited support techs. With Web+Center there are no hidden per customer, per tech upgrade costs or expensive configurations to set up the system. For complete pricing, please refer to the Pricing Page available by clicking on the Pricing link at the top of the page.
Can I evaluate it before I purchase it ?

You can download and run a complete full version of the software. The free version of the software only differs from the full license copy in that only (3) techs can be registered in the database. The free version also supports MS Access OR SQL*Server 7 or SQL 2000. A evaluation license key for more than (3) techs can be obtained for (3) months. Click HERE to obtain a evaluation license key or contact ISS for more details.

To evaluate a free copy on your own Linux platform, you will need the Apache web server with Sun Java System Active Server Pages (formerly known as Chilisoft) as well as the MySQL database manager and the requisite ODBC driver.

Can customers look for support solutions without having to submit a support case ?

Yes, Web+Center includes a "Knowledge Base" subsystem that will automatically create product specific searchable problem and solutions entries as you use the system. Customers can perform full keyword and category searches to find solutions to related problems before submitting a support case
Do customers like web based support ?

Customers get tired of the typical phone tag and long waits that are common when calling tech support, especially when they have a simple question or problem. Customers are the people with the best knowledge when it comes to their own registration information and problem description information. Why not let the customer start the process ? Web+Center allows for efficient self registration by customers and submitting a support request or trouble ticket.

Web+Center then lets the dispatcher and the support staff handle and process the case. Phone interaction between the customer and support staff can still of course be used, but customer frustration is reduced by letting them submit a case without the difficult and time consuming phone queue associated with traditional phone support