Blue Coat Enhances Online Knowledge Management System to Provide Timely, Accurate Answers to Support Questions

Published August 6th, 2009 - 07:02 GMT

BlueTouch Online’s Knowledge Management System Part of Ongoing Investments in BlueTouch Service and Support Program

Blue Coat Systems, Inc. (Nasdaq: BCSI), the technology leader in Application Delivery Networking, launched an advanced knowledge management system designed to provide customers with fast and easy access to the information required to realize the full potential of the Blue Coat® product line.  The knowledge management system enhances the BlueTouch™ Online portal and is part of ongoing investment by Blue Coat in its service and support capabilities to improve customer satisfaction.

“Over the last 12 months, Blue Coat has made significant investments in its service and support organization to provide its customers with the tools, knowledge and expertise they need to support strategic deployments,” said Grant Gordon, senior vice president, global service and support at Blue Coat Systems.  “The knowledge management system is integral to this initiative and unifies the vast reserve of technical knowledge and expertise that Blue Coat maintains in multiple locations to better serve our customers’ service and support requirements.”

The knowledge management system is a collaborative environment that incorporates the shared knowledge and content created by Blue Coat support engineers, partners and customers with an advanced knowledgebase tool and automated content integration.  As a part of the BlueTouch Online portal, the new knowledge management system provides a single customizable search tool across all technical documentation, support solutions, customer forums, alerts and other sources and enables customers to quickly find accurate and intuitive answers to their support questions.

For customers, the BlueTouch Online knowledge management system utilizes advanced search algorithms to find the most relevant content and answers to natural language questions.  With the ability to search technical, solution and product content regardless of location or format, the BlueTouch Online knowledge management system provides customers with best practices answers from discussion forums, product documentation and technical briefs.  To stay informed of the latest content added to the knowledge management system, customers can also subscribe to automated updates based on product, issue topic, deployment type or OS version.

An integrated authoring platform allows Blue Coat support engineers, product developers and technical services marketing to rapidly share new information with Blue Coat partners and customers while service partners can contribute solutions to share with customers.  For new partner support engineers, the BlueTouch Online knowledge management system provides an easy way to leverage the collective intelligence of the Blue Coat Service and Support organization. 
Blue Coat continues to invest in its service and support capabilities to provide customers with the high quality experience they demand from strategic suppliers.  To serve its worldwide customer and partner base, Blue Coat utilizes a 24x7 follow-the-sun support model with six global customer support centers in Sunnyvale, Calif.; Waterloo, Canada; Farnborough, England; Dubai; Kuala Lumpur and Tokyo.

With a complement of support, professional and proactive services, as well as technical training and certification programs, BlueTouch Services enable customers to maximize the value of their Blue Coat deployments. 

BlueTouch Online, the online portal component of the BlueTouch customer service and support program, allows customers to easily download the latest software and documentation, search security advisories, submit and track RMA and service requests, and license and activate products.


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