BMC Acquires Knowledge Management Vendor

The privately-held, Utah-based KMXperts& software uses something called a natural language search which end users can access via the Web seven days a week, 24 hours a day to find solutions to their technology issues. If users are unable to find a resolution, they can then report an incident to the help desk. By integrating the KMXperts& technology with its Remedy help desk solutions, BMC is aiming to speed problem resolution while reducing overall call volume and call escalations.

The KMXperts& technology is being integrated into a number of BMC help desk solutions. Among those are BMC Remedy Knowledge Management, an authorizing, categorization, and knowledge retrieval package for Remedy help desks; and BMC Remedy Knowledge Management Self Service and BMC Magic Knowledge Management Self Service, products for natural language search.