CUSTOMER STORY Overview As an end-to-end healthcare solutions provider, Allscripts has an extensive product suite that includes a number of server- based software solutions. With more than 1,500 customers being supported by 1,000 support analysts, Allscripts requires remote diagnostics and maintenance of customer systems to meet cost management and customer satisfaction goals. Like many companies that support complex applications for a large and diverse client base, Allscripts maintained several remote support solutions and a wide variety of connectivity types. Phone desk, email and chat, and customer initiated web support all required high level of two-party (customer and Allscripts analyst) interaction and were driven by reaction to customer problems instead of proactive

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