MetaQuest Software is a leading developer of e-support infrastructure for organizations that need to support mission critical applications. MetaQuest’s solutions and products enable support communities consisting of software developers / vendors, resellers, internal support teams and end-users to resolve technical problems, communicate effectively, and reuse solutions.

The rapid expansion of Web-based business initiatives is driving the need for more complex and reliable systems. Moreover, the size and complexity of the Microsoft Windows platform increase the level of difficulty and raise knowledge requirements for support personnel.

Currently, most mission critical applications are supported using traditional call centers and a variety of tools including Customer Relationship Management (CRM) systems, remote access tools, text-based knowledge bases, and the telephone.

Using these methods, support professionals diagnose problems either through lengthy telephone interviews with users, or through remote diagnostic sessions by connecting directly with the user’s computer. With the complexity of Windows, these diagnostic sessions can easily become very difficult for both users and support professionals.

Internal processes in most organizations do not support sharing technical information and solutions easily within the support team. Nor is there an easy way to share this information with other members of the support community such as VARs, other support teams, or even the users themselves.

Using MetaQuest’s Web-centric solutions, support organizations are able to implement scalable support processes that become strategic assets for the enterprise. Lengthy diagnostic calls or sessions are eliminated. Recurrent problems are identified and the solutions automated. Diagnostics and solutions are easily shared between users, support personnel, and developers.

MetaQuest, Census, and Triage are trademarks of MetaQuest Software, Inc. All other trade names are trademarks of their respective owners.