BMC Software, Inc., a leading provider of enterprise management solutions, announced the acquisition of KMXperts, a leader in knowledge management solutions for IT service and customer support centers. The acquisition builds upon the market share leadership position in service desk software held by BMC Software, and furthers the company's strategy to provide the most comprehensive service desk solution worldwide. The acquisition of KMXperts empowers BMC Software offerings with a full-featured knowledge management solution that dramatically improves efficiencies for both internal and external service desks. KMXperts product functionality will enable customers to quickly achieve their Information Technology Infrastructure Library (ITIL) and Business Service Management (BSM) goals with robust knowledge management integrated seamlessly within BMC Software service management solutions.
KMXperts, a privately held company headquartered in American Fork, Utah, has approximately 50 customers with a strong channel sales focus. KMXperts solutions reduce the time necessary to resolve incidents and answer customer questions by providing service desk personnel with quick access to the collective knowledge of the IT service organization. In addition, KMXperts decreases the number of issues that must be handled by service desk staff via its Web-based self-service options, allowing employees or customers to find solutions 24 hours a day, seven days a week using natural language search. KMXperts will enable BMC Software customers to quickly improve staff efficiency, customer service and satisfaction, and business service quality through reduced incident and call volume, faster time to resolution, higher first call resolution, and shorter incident duration.
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