The Molloy Group Enhances Cognitive E-Mail Feature of TOP Of MIND Help Desk
Software with GroupWise E-Mail Interface

PARSIPPANY, NJ, May 16, 1995 -- The Molloy Group, Inc. has announced that
the unique Cognitive E-Mail feature of its award-winning TOP Of MIND Help
Desk software supports GroupWise 4.1, an integrated e-mail, scheduling and
task management package from Novell, Inc.

GroupWise is a MAPI-compliant package that easily interfaces with the
software's internal e-mail feature as well as Cognitive E-Mail. Help desk
personnel are notified via the internal e-mail system of forwarded cases
and case escalations. TOP Of MIND's Cognitive EMail reads electronic mail
about user complaints or requests and logs them as new "cases."

"Support for GroupWise was a frequent request from the field," comments
Bruce Molloy, TMG's President. "E-mail plays an integral role in keeping
help desk personnel updated on the status of cases, and routing problems
to the appropriate technicians. With Cognitive E-Mail, GroupWise users can
report their problems directly to the help desk by e-mail. Each message
not only is received automatically by TOP Of MIND, but opens its own
trouble ticket, and even starts the problem diagnosis/resolution
process."

TOP Of MIND's Cognitive E-Mail is compatible with MAPI or VIM compliant
e-mail system such as Microsoft's MS-Mail, Lotus cc:Mail and GroupWise
4.1.

TOP Of MIND, selected by LAN Magazine as its 1995 Product of the Year in
the Help Desk category, uses a proprietary problem diagnosis and
resolution technology called the Cognitive Processor (Pat. pending) to
accumulate and distribute the collective knowledge of the help desk staff
The system, in effect, learns from the experience of its users. One way it
acquires that knowledge is through freeform text entry; the Cognitive
Processor includes a natural language parsing algorithm that reads and
"understands" freeform text--including the text from e-mail messages.

Freeform text matching is used to retrieve problem descriptions, diagnoses
and resolutions from the TOP Of MIND knowledge base. "By sending the help
desk a Cognitive EMail message, the end user actually begins the process
of resolving his or her own problem," says Peter Dorfman, TMG's Director
of Marketing. "Before the help desk analyst even looks at the problem, the
user has already told the system what's going on, in plain English."

"Cognitive E-Mail really gets to the heart of what a lot of users are
looking for," adds Kurt Johnson, Senior Analyst at International Data
Corp., a key IT industry consultancy.

For more information about TOP Of MIND or Cognitive E-Mail, contact The
Molloy Group at 90 East Halsey Road, Parsippany, NJ 07054, telephone (201)
884-2040 or fax (201) 887-9177. TMG's e-mail address is
marketng@molloy.com.

 ============================================================
 From the  'New Product News'  Electronic News Service on....
 AOL (Keyword = New Products) & Delphi (GO COMPUTING PRODUCT)
 ============================================================
 This information was processed from data provided by the 
 company or author mentioned. For additional details, please 
 contact them directly at the address/phone number indicated.
 All trademarks are the property of their respective owners.
 ============================================================
 All submissions for this service should be addressed to:
 BAKER ENTERPRISES,  20 Ferro Dr,  Sewell, NJ  08080  U.S.A.
 Email: RBakerPC (AOL/Delphi), rbakerpc@delphi.com (Internet)
 ============================================================
