Xangati (News - Alert) has announced Virtual Task Manager solution, a rapid problem identification application that can be deployed right to the front line support groups in either enterprise or service provider settings.
Previously the ability to drill down to help solve a customer complaint was reserved for senior level agents and managers. The new solution enables the first tier of customer support — those who actually field the complaint calls — to have visibility into a customer’s network and what the subscribers are doing at any given time.
This enables them to rapidly get to the heart of the customer complaint, which has several benefits, including a reduction in the total number of customer service calls, less time spent on the phone with each caller, fewer truck rolls to resolve issues and reduced customer churn as a result of happier, more satisfied customers.
The solution also enables service agents to have a historical view of a customer’s network, allowing a full replay of symptoms, which helps the first tier of customer service to properly identify a problem and choose a proper course of action to quickly and efficiently resolve the problem.
According to the company press release announcing this new solution, key features of the Xangati Virtual Task Manager application include:
- A live activity view of each end user’s networked application interactions, including top communication peers and top applications
- Active symptom replay and detailed activity history for fine-grained analysis and reporting
- Dynamic click-thru drilldowns into any related application, server, or peer
- Proactive alerting for significant changes in behavior
- Agentless support that enables IT to profile and maintain history for 100,000 end users per RPI appliance
The solution is available for free as a software upgrade for current Xangati RPI appliance users.
Back in September, Xangati announced it had raised $10.7 million in Series B funding bringing its total funding to approximately $18 million. The round was led by Walden International and was joined by existing investor Alloy Ventures.
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