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Vendor Neutral
LiveTime supports all major operating systems, databases and browsers. Simple installation and configuration on existing business systems which reduces the need to invest in proprietary software or specific hardware.
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Open Standards
LiveTime utilizes open standards wherever possible and complies with existing standards such as J2EE, XML and UDDI, as well as open technology platforms like Linux. These efforts provide LiveTime customers with faster deployment times and a more reliable, interoperable application that can scale from a single server deployment to more complicated distributed cluster-based deployment.
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Scalability
LiveTime supports thousands of concurrent users. It integrates easily with other systems to expand and adapt with your enterprise. LiveTime can be deployed in a cluster environment to ensure maximum scalability, reliability and high availability.
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Web 2.0 Ease of Use
Based around the latest Web 2.0 technologies such as AJAX (Asynchronous JavaScript) and XML, the system delivers unparalleled ease of use. It can be accessed from any major web browser, including those available on most PDA's.
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One Click Upgrades
LiveTime can perform upgrades with a push of a button. There is no need to involve additional IT resources or consultants - simply upgrade your license, replace the main application and click the 'upgrade' button.
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Knowledge Management
Efficient knowledge creation, publication and distribution process speeds resolution times, reduces frustration and empowers customers to solve their own issues - the key to ensuring cost-savings and rapid ROI.
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Knowledge Separation
All knowledge is separated based upon Configuration Item (CI) ownership. This ensures that every user recieves personalized information relevant to their needs.
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Search Engine
LiveTime's embedded search engine enables users to search through millions of articles, incidents and notes in a matter of milliseconds using standard boolean search logic. This includes document attachments based on Word, PDF, Text HTML, RTF, Star and Open Office formats.
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Artificial Intelligence (AI)
Using sophisticated AI based techniques, LiveTime promotes first time call resolution without human intervention. The system learns from experience and intelligently selects solutions and workarounds based on heuristics and empirical analysis.
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Workflow Management
To successfully meet SLA expectations, LiveTime allows the Service Desk to associate each workflow state of a service request, with an OLA or UC. LiveTime validates that SLA times need to be greater than or equal to the sum of Underpinning Contract and Operation Level Agreement times.
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Role Based Access
LiveTime controls user access with role based privileges. Seamless integration with LDAP or Active Directory, ensures instant user authentication for all user groups from a central repository.
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