In News: iYogi Re-Defines Technical Support – BizTech2.com

Remote managed services are gaining a lot of attraction these days. Companies are looking to outsource the maintenance and monitoring of their IT infrastructure to a third party to improve efficiency and save costs. BizTech2.com caught up with Uday Challu, founding partner and CEO, iYogi, to see what the company has to offer in this space.

As far as Enterprise and SME customers are concerned, which verticals are you focusing on?

Our focus will mostly be on small companies with around five to 100 users and also firms that have multiple small branch offices like travel agencies, retail stores etc.

What kind of support services do you provide to your customers? What is the Green PC service?

iYogi provides the next generation of remote computer support services for consumers and businesses. For consumers, our live 24/7 support extends to technologies we use everyday, including hardware, software applications, devices, peripherals and networking equipment. iYogi also offers a full range of business IT solutions including managed monitoring, managed services, set-up and installation services, and incident-based services.

Green PC Service

With the current state of the global climate and increasing dependency on the computer, iYogi helps PC users reduce their carbon footprint and save money at the same time. iYogi’s Green PC service is the first in the independent computer support industry to offer customers a way to save money, conserve energy and protect the environment by optimising their PC’s efficiency. Consumers and businesses can save up to $200 per year, per desktop, in energy costs with iYogi’s Green PC application. This green application makes the computer environmentally friendly by reducing power consumption by almost 50 percent.

Our Green PC dashboard helps customise power settings and calculate power savings in kWh (kilowatt hour). The Green PC dashboard also gives a status on the reduction of CO2 and how responsible usage will benefit the environment by saving trees. A customised service that increases the energy efficiency of computers, undertakes the below-mentioned three primary initiatives:

- Computer assessment, analysing settings and PC energy use
- Customised efficiency planning geared specifically to the individual’s usage patterns
- Implementing setting changes to maximise the computer’s energy use

What are the technologies that allow you to offer 24/7 support and ensure there is no downtime at the client site?

We have invested significantly in developing a comprehensive monitoring and management tools stack. This enables us to manage and monitor all devices in the office network as well as for branch offices and mobile users. Our tools continuously monitor the customer’s network and notify our NOC (Network Operations Centre) in case of problems. Based on the set of events, tickets are automatically generated and escalated to corresponding teams. Over and above our proactive approach, the customer always has an option to call our 24X7 support line for issues that are not identified via the monitoring tools.

Please throw some light on your proprietary iMantra technology.

iMantra is a CRM system, which is tailor-made to suit the emerging business needs at iYogi. It allows for the formation of individualised customer relationships with the aim of providing personalised services to each subscriber. This tool is built on the latest java technology with a layered architecture that makes it scalable and secure. This architecture provides a seamless workflow and independent channels for various business needs: sales, support, quality and customer service. The entire system can be exposed in the form of secure APIs and Web services, which makes it a re-usable entity.

Your business model is similar to BPOs in India providing technical support to offshore customers. What unique values do you bring to this ecosystem that would help a potential client choose you over a competitor?

iYogi’s business model is different from traditional BPOs. Some key factors that differentiate iYogi include:

- Direct-to-consumer and -small business: iYogi delivers technical support services directly to consumers and small businesses and is a global technical support brand based out of India. Unlike traditional BPOs in India, iYogi does not provide any private label support and/ or work on behalf of large OEMs or software publishers.

- Optimised Processes: iYogi has developed proprietary processes for consistently delivering on a resolution rate of 87 percent, which is among the highest published benchmarks in the support industry, where averages hover in the range of 50 percent.

- Comprehensive technology platform: iYogi’s global delivery platform, iMantra, gets smarter with every customer interaction. It documents every problem, the solution and relevant hardware and software aspects, while capturing each customer’s demographic information and creating a behavioural profile. All of this information is at the fingertips of iYogi’s Global Tech Experts. This set-up combines a knowledge base with a comprehensive set of tools and technology expertise. iYogi offers a range of tools that complement its remote support services for helping customers maintain technology at peak performance levels. iYogi’s products include iYogi Smart PC Scan, iYogi Support Dock, iYogi Green PC and iYogi PC Optimisation.

How do you plan to move up the value chain in the times to come?

The growing use and penetration of the Internet and new Web-based applications has consequently opened the door to threats and vulnerabilities, which affect the system performance and ultimately lead to degrading performance. If the threats are diagnosed early on, the impact on efficiency can be minimised considerably. Currently, a user only realizes that he needs technical support once the damage has occurred and reactive methods of support are used to recover from the loss.

At iYogi, we are developing our capabilities to not only provide support when demanded, but to also monitor, pre-empt and fix threats before they can cause any damage to the computer. This will be possible only by combining technology with processes that are capable of re-defining the way technical support is delivered today.

What is your India strategy?

Technically, we are capable of servicing any geography including India. At this stage, we are looking for the right kind of partners to find access to potential customers and provide them a consolidated, 360-degree solution and services for issues relating to hardware, software, network etc. We aim to launch our India services in the coming six to eight months. Our services will offer clients a one-stop solution for all their business needs.

Tying: Microsoft wins a trial in South Korea

Digito.com Sanview and Technology, two editors from South Korea, have failed to condemn Microsoft. Both companies blamed the U.S. firm of unfair competition by marketing its operating system with Media Player and Windows Messenger.

The court held that Digito.com and Technology Sanview could not blame Microsoft for the financial losses they had registered. Regarding Sanview Technology, Justice considers the lack of competitiveness (prices) and quality and after sales service as responsible for its failure.

Sentenced to 100 million dollars in the U.S.

As for Digito.com he would not have provided sufficient evidence to justify a financial loss due to Microsoft. The publisher has already been condemned by the South Korean in charge of competition issues.

Microsoft was fined more than $ 20 million for abusing its dominant position. The publisher has since offered two versions of its OS, which shed Media Player and Windows Messenger. The second has to make include links to Web pages that download software competitors.

In the United States, justice of the State of Mississippi also condemned Microsoft for abusing its dominant position. To end the dispute, the publisher agreed to pay $ 100 million, 60 million in the form of vouchers for injured consumers.

Thus, any person residing in Mississippi and who purchased Microsoft products or Windows computers with between 1 January 1996 and 11 June 2009, can qualify for a purchase order from 12 to 5 dollars. Microsoft balances 22nd by the complaint filed against him in an American state on similar grounds.

Apple bashes Windows 7, talks Snow Leopard

While Microsoft is trying to position Windows 7 as an exciting new version of the operating system, Apple on Monday tried to characterize it as the same old Windows.

In a keynote speech at the Worldwide Developer Conference here, Apple's Bertrand Serlet said the underpinnings of Windows 7 include the same complexities that have been in the past versions of the operating system.

"That's Windows 7," he said. "Fundamentally, it's just another version of Windows Vista."

Serlet tried to draw a contrast between Windows and what Apple is doing with Snow Leopard, the next version of its own operating system. "We've come at it from such a different place."

But while his rhetoric suggested a fundamental difference, Serlet actually characterized Snow Leopard in some of the same ways--as a better version of the existing Leopard operating system.

"We love Leopard," he said. "We are proud of Leopard."

The goal of Snow Leopard, he said, was really "to build a better Leopard."

There are other similarities between what Apple's and Microsoft's efforts. Among the new features in Snow Leopard is a feature that adds the Expose window--previewing feature to the Dock--not unlike the Aero Peek feature that Windows 7 has as part of its new task bar.

In fairness, there are some key differences between what Apple is doing with Snow Leopard compared to what Microsoft is doing with Windows 7.

Windows 7 is largely focused on improving the look and performance of the core Vista engine, while Snow Leopard goes more under the hood, aiming to better handle 64-bit processing and multicore capabilities.

Apple is also trying to boost its Windows compatibility story by adding Exchange server capability to Snow Leopard. According to Apple, all the user has to do is fill in an e-mail address and password, and the software will "auto-detect" the Exchange Server and make the user's calendar and mail available in Mac OS X's iCal and Mail programs.

The biggest pressure from Apple, though came on the pricing front. Serlet said that Apple will ship Snow Leopard in September and charge just $29 for Leopard owners to upgrade.

Microsoft has hinted that it will offer a cheaper upgrade for Vista users to move to Windows 7, but has not announced details.

Microsoft Bing was online but does not bang!

This is the big day for Microsoft as its new search engine, Bing
(code-named Kumo), this Monday is officially online. The successor to Live
Search preview version arrives in the United States and beta in Europe. Both
versions are different, the American version seems more advanced than the
European adaptations for example.

But according to initial observations, Bing does not bang. On
the American version, the engine decision ( 'decision engine'), one of
phares functions put forward by the editor to allow the user to
faster and to take a decision to purchase or refine
research is still on his hunger.

Decision engine

However, we can now exploit some innovations announced as the
possibility, pointing the mouse over a result, display a mini-window
giving more details. The engine also provides filters that allow
users to refine and arrange more easily, the results obtained.

Recall that Bing exploits the semantic search technology to the company
Powerset acquired in July 2008.

On the French version, Bing seems much like his
predecessor, except the interface that of course has been reviewed. The names of
services were also changed: Live Search Maps becomes Bing Maps
yet, only the packaging seems to have evolved. But let
Microsoft time to refine the local versions of its latest baby.

Shortly revolutionary

For Redmond, the challenge Bing is crucial, it is catching up with Google and the ogre
its 60 to 80% market share in the search when the discussions
Yahoo seem bogged down. It must be said that Microsoft has never really
successful in this area, despite its efforts, Live Search has never exceeded 20%
market share in the world.

But for analysts, Bing is not revolutionary enough to change the
gives. Especially since Google does not remain idle, especially with its offensive
Wave.

Microsoft releases Windows Vista SP2 to the general public

Windows 7 is just months away from release, but Windows Vista is currently the OS that most of us are using. Having already improved massively since its release, the newly-available SP2 improves Vista even more. Get it while it’s hot.

Windows Vista had a host of issues when it was first released to the public in January 2007. These problems were massively publicized, latched onto by Microsoft’s competitors (namely Apple), and generally resulted in the OS being branded a failure. Fairly or unfairly, this is the case.

However, since that initial release, Microsoft has continued to work on Vista in order to bring it up to speed. Numerous security updates have helped make the OS more safe and those issues which almost killed Vista before it had chance to blossom were rectified.

Windows Vista Service Pack 1 (SP1) was released on February 4, 2008 and despite some initial problems with certain computers was considered to be a major release. It improved Vista in the key areas which most analysts suggested the OS needed improving in: Reliability, Performance, and Hardware support.

Since then Microsoft has continued to roll out regular updates all those small releases have now been combined to make up Windows Vista Service Pack 2 (SP2). The beta version of SP2 has been available for testing since last December, and after five months of being rigorously put through its paces it is now ready for consumption by the wider general public.

As well as the bundle of security updates and bug fixes which have already been released, SP2 contains some new enhancements. The chance to record onto Blu-ray media natively has been much-requested, while there are improvements being made both to RSS feeds and Wi-Fi capabilities. Windows Search 4.0 and Bluetooth 2.1 are also part of the service pack.

Windows Vista Service Pack 2 isn’t going to blow anyone’s socks off with new features or additional capabilities but it is a solid update to the much-maligned OS. With Windows 7 just around the corner now this is Vista’s last chance to shine, and it seems to be going out with a steady-as-she-goes attitude rather than a bang.

It’ll be a few weeks until SP2 hits Windows Update but you can get it now from the Microsoft Download site. Click here for the 348.3MB 32-bit version or here for the 577.4MB 64-bit version.

iYogi Acquires Clean Machine Inc.

Larry Gordon, Founder of Clean Machine appointed as President Global Channel Sales at iYogi

New York, NY, May 11th, 2009 : iYogi, a global direct to consumer and small business remote technical support provider, today announced it’s acquisition of Clean Machine Inc, a provider of remotely administered PC security and performance management services. Clean Machine will operate as a separate brand under the iYogi services umbrella along with the recently lunched Support Dock (www.supportdock.com) and its comprehensive range of 24/7 technical support services for computers, printers, MP3 players, digital camera, routers, servers and more than 100 software applications. Larry Gordon, Founder of Clean Machine is appointed as the President of Global Channel Sales for iYogi.

iYogi will integrate technology and innovation that Clean Machine Inc. has developed for delivering an enhanced service experience by proactively managing the health and security for PC's and Apple Computers. This acquisition also broadens iYogi's access to key markets through Clean Machine's existing partnerships. Larry Gordon's past experience and successful track record will accelerate iYogi's expansion through his focus on global alliances.
Commenting on the acquisition of Clean Machine Inc., Uday Challu, CEO & Co-founder of iYogi, said,

"This acquisition will help iYogi to enhance our customer experience and extend our market reach to the millions of consumers that are challenged by the increasingly complex technology environment. Clean Machine's proactive maintenance and management of PCs in home and small business environment will be our launch platform for building the next generation of managed services for consumers."

"We are delighted to have Larry spearheading partnerships and global alliances for iYogi. His incredible experience in marketing, sales and building global alliances will help forge partnerships with retailers, multiple service operators, software publishers, original equipment manufacturers (OEM) and other such companies that are at the frontlines for managing tech support issues for consumers and small businesses",

added Challu.

With more than 20 years of experience, Larry Gordon has played a variety of strategic roles in marketing, sales and building alliances. Larry was the Executive Vice President at Capgemini and Kanbay. He was also VP of Global Marketing for Cognizant (Nasdaq: CTSH), a leader in global IT services and Director of Marketing for New York based Information Builders.

"I am excited to join a company that shares a common mission to Clean Machine in creating a global brand for delivering the best technical support to consumers and small businesses. We also share a common approach of utilizing highly skilled talent with leading edge tools, thereby delivering services at incredible price-points, with high margins for our partners",

said Larry Gordon, the newly appointed President of Global Channel Sales at iYogi.

ABOUT IYOGI

Headquartered in Gurgaon, India with offices in New York, USA, iYogi provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. IYogi's 24/7 phone and remote technical assistance, spans across a comprehensive range of technologies we use every day from a wide range of vendors. Utilizing its proprietary technology iMantra , and highly qualified technicians, iYogi delivers amongst the highest benchmarks for resolution and customer satisfaction. iYogi is privately held and funded by SAP Ventures, Canaan Partners, and SVB India Capital Partners. iYogi was recently awarded the Red Herring Global 100 Award, recognizing it as one of the 100 most innovative private companies driving the future of technology. For more information on iYogi and a detailed list of technologies supported, visit: www.iyogi.net.

ABOUT CLEAN MACHINE

Clean Machine Inc. is a NJ-based and incorporated company that helps consumers and small business owners easily manage and protect their computing environments safely and cost effectively. The company is has a unique, powerful and inexpensive PC concierge service. Specifically, each customer is assigned a highly-trained tech concierge who remotely examines their computer system on a scheduled and very secure basis. The PC concierge will immediately fix software-based problems and prevent new threats to the customer's computing environment including offensive pop-ups, browser redirects and slow performance, and then provides a detailed report. Clean Machine's proprietary Radar(TM) technology (Remote Access Detection Audit and Repair) allows its expert technicians to remotely resolve any problems, eliminating the need for customers to go through the frustrating process of speaking with a tech support expert, and still having to do the work themselves. In other words, the Clean Machine PC concierges do it all. For more information on Clean Machine please visit www.pccleanmachine.com.