May 28 2012

JasperSoft Improves Customer Support Efficiency by 41% With EXALEAD

EXALEAD, a global leader of information access solutions and search-based applications for the enterprise and on the web, today announced Jaspersoft, creator of the world's most widely used business intelligence software, has significantly improved its customer support efficiency with EXALEAD CloudView.

Exalead, a global leader of information access solutions and search-based applications for the enterprise and on the web, today announced Jaspersoft, creator of the world's most widely used business intelligence software, has significantly improved its customer support efficiency with Exalead CloudView.

Jaspersoft is the fastest growing BI software company and serves a vast, diverse customer community. It recently announced its software has been downloaded more than 10 million times and that is has more than 125,000 registered community members in more than 150 countries. This growth created new challenges for Jaspersoft's support organization.

"When our customers call Jaspersoft support, we have several sources of information that could be relevant to address their needs – our documentation, our internal and external wikis, our Salesforce.com case management system, and our JasperForge.org community site to name a few," said Matthew Geise, Senior Director of Services Technology at Jaspersoft. "With Exalead, we now have a single place to do a fast, unified search across all of these sources and quickly drill to the most relevant information. This is significantly improving the speed and accuracy with which we are able to help our customers be successful."

Jaspersoft evaluated Google Enterprise Search and open source Solr before choosing Exalead.

"I am very excited about this search-based application because it combines both traditional enterprise customer records with social media content to give a comprehensive topic view," said Eric Rogge, Sr. Director of Market Development at Exalead. "This is a great example of how structured and unstructured data can be combined to provide direct value to daily business operations."

Exalead CloudView unifies information access for customer service operations. Used as a standalone search-based application (SBA) or embedded within your existing customer service platform, CloudView:

  • Improves agent productivity and customer satisfaction by keeping everyone up-tospeed on the customer relationship.
  • Radically increases the value and breadth of information available to agents and customers
  • Provides web search-style queries and conversational navigation without need for user training (see CloudView Platform Highlights)
  • Dramatically boosts user and data scale via database offloading
  • Significantly increases IT agility by simplifying integration of new, additional data sources

For more information, please download Exalead's "Exalead for Customer Service: Capitalize on Top 2010 Trends."

 

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