Kaidara and NextNine Partner to Address Growing Technical Support Market

LOS ALTOS, Calif. and TEL AVIV, Israel, Sept. 6 /PRNewswire/ -- Kaidara Software, Inc., and NextNine, the leading global provider of proactive, automated, remote service and support solutions for business-critical systems, today announced that the two companies are partnering to offer a cutting-edge technical support solution based on their respective technologies.

Kaidara's flagship product, Kaidara Advisor, a Knowledge Management system, can quickly and cost-effectively diagnose and solve complex product support problems in either a Web self-service or call center environment.

NextNine Service Automation empowers business-critical system vendors to deliver proactive, automated technical support 24X7 via its Virtual Support Engineer(TM), a unique support paradigm that acts as a representative of the vendor at his customer site, increasing system availability, support efficiency and customer satisfaction while maintaining low OPEX and protecting service revenues.

The integration of Kaidara knowledgebase and NextNine Service Automation is as effective as it is simplistic in nature, as it allows end-users to automatically view the latest and best available solution, and solve their problem, without any prior knowledge of the trouble-shooting process, or the assistance of a service agent. With the click of a button from the desktop NextNine's Virtual Support Engineer automatically diagnoses the problem, retrieves and displays the correct solution from the Kaidara knowledge base.

"Our goal is to enable our clients to get ahead of the curve by delivering exceptional service and support to their customers," said Adi Dulberg, chief executive officer, NextNine. "This partnership enables the streamlining of processes that allow end-users to identify the preferred solution to their problem, and resolve that problem automatically. We look forward to working with Kaidara and delivering exceptional, innovative, technical service and support solutions."

NextNine integration with Kaidara is simple. In a proactive technical support solution, NextNine's Virtual Support Engineer is configured to bring data that describes the system configuration and health-status from the end- user's premises. When the Virtual Engineer decides that a manual action is needed, Kaidara deduces the right action based on information provided automatically by the Virtual Support Engineer. In either a technical call center or self-support mode, Kaidara harnesses NextNine's Virtual Support Engineer for specific site parameters and status to bypass manual data collection and entry for faster and more accurate case resolution. The end- user does not need to have any knowledge about the troubleshooting process. In addition, a completely annotated case handling summary is returned to the Kaidara knowledgebase to enhance future case resolution.

"The business benefits of this alliance for our customers are exceptional," stated Bob Tatemichi, COO of Kaidara. "It pushes further the outer limits of self-service customer support while ensuring that customers can be proactively supported. Now the end-users can directly access expert knowledge bypassing service agents. This translates into dramatic cost reductions in the cost of service in a 24/7 operations, while increasing customer satisfaction."

About Kaidara Software, Inc.

Kaidara software allows companies to capture, manage and maintain their knowledgebase to handle complex problem-solving situations. Kaidara's suite of products puts the expert information directly in the hands of customers, reducing the operational support costs. The company's solutions are deployed at leading global firms in the automotive, high technology, healthcare, and manufacturing industries including DaimlerChrysler, Cisco, NEC, GE Healthcare, Tomotherapy and National Semiconductor.

Kaidara is located in Los Altos, CA with a branch office in Detroit, MI and European offices in Paris and London.

For more information, visit us at http://www.kaidara.com/ . About NextNine

NextNine is the leading global technology provider of proactive automated, remote service and support solutions for business-critical systems. The company's distributed software platform provides remote automation of service and support processes, with key functionality including proactive monitoring, preventive maintenance, secure remote access, inventory tracking, software distribution and best-practices analysis. The NextNine Service Automation suite has been deployed by global leaders such as GE Healthcare, Allscripts, Comverse, Openwave and airwide solutions. For more information, visit us at http://www.nextnine.com/ .