December 29, 2003

By: Liz Peters
Website: http://www.help-desk-software-n-application.com

Courion delivers IVR-based password reset out-of-the-box

PasswordCourier, winner of Service News Harold Short Award as the IT support industry’s most innovative tool, is a self-service application that enables computer users to automatically reset and even synchronize their own passwords without requiring intervention by help desk or support personnel. PasswordCourier can also be used by support staff to automate their activity to reset end user's passwords to multiple systems from a single tool, without requiring supervisory privileges. Consistent with enterprise service desk strategies, PasswordCourier enables integration with the IT infrastructure such as help desk systems, security and HR databases, e-mail systems and more to offer the most secure password reset solution on the market.

PasswordCourier is accessible to end users via a web browser or the Windows login screen. PasswordCourier IVR now enables users without web access, such as remote users, to quickly and easily identify and authenticate themselves, choose a password to be reset, and receive an automatically generated password with which they can log into their account.

Behind the scenes, PasswordCourier IVR can be configured to create and update trouble tickets, and can send electronic mail notification to the end user and security administrators. With PasswordCourier IVR, end users can reset passwords to Windows NT, NetWare, Unix systems, Mainframe-based resources, web servers, databases and virtually any other application. Using the open architecture of an NT-based telephony application, PasswordCourier IVR works with virtually any voice response system in place.

"Password resets are the most common problem reported to our support center," stated Kurt Evans, manager of the Problem Resolution Center at Firstar Bank. "We need an automated way to handle those calls while still providing quality service to employees in a highly secure environment. With its web and IVR interfaces, security features, and help desk integration PasswordCourier provides us with that capability, and we look forward to deploying PasswordCourier IVR for all of our employees."

"Delivering effective IT support Self-Service means allowing end users to access services from the most appropriate and familiar platform", stated Chris Zannetos, Courion's CEO. "End users can now reset and synchronize their passwords quickly and securely from a phone, a web browser, the Windows login screen or directly from their desktop. Powered by PasswordCourier, Firstar Bank is at the forefront of automating IT support which is critical to delivering a cost effective and secure computing service.

About The Author:

Liz Peters is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!