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iSolve - Accelerating Solution Identification for Support and Helpdesk Organizations
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Minimizing end user downtime while lowering support costs
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The Support Challenge
Support and Helpdesk organizations strive to minimize downtime while maintaining costs. However in current open and complex environments, support experts need to know and share much more information to be effective. This results in longer resolution cycles as experts look for information, or in more escalations to higher level personnel. In addition, the lack of effective ways to maintain and share information causes the support team to resolve problems more then once. According to a study by the SSPA organization (Service & Support Professionals Association) 80% of the cost to service is spent in Resolving problems.
SoftLib’s iSolve technology assists Support and Helpdesk organizations to resolve support incidents faster and resolve them just once. In addition, iSolve provides self-service support – reducing the amount of incidents reported and allowing support professionals to focus on the more complex issues.
Knowledge Centered Support
iSolve combines patented technology, built-in knowledge packs included with iSolve and the ability to leverage every source of internal information to make sure support professionals will find the information they need quickly in order to resolve an issue. iSolve is based on proprietary free text search technology and specialized ranking algorithms that ensure that the most relevant solutions appear at the top of searched results. Searches are conducted in any form of free text and the information searched includes internal knowledge repositories, Web forums and technical vendor information. Access to internal information sources – ticketing systems, knowledge bases, files, emails etc. – is easily done through iSolve Connectors, leveraging existing knowledge sources without the need to duplicate them. With these capabilities iSolve provides one easy point of access for all information sources – making sure technical solutions are found in a consistent manner!
iSolve is the next generation in Support and Helpdesk technologies. It extends any current investment in knowledge bases, ticketing systems, internal files and other knowledge repositories by seamlessly indexing them. This way information from multiple systems is accessible from one source, knowledge is preserved and is used, accessed and is updated, and support teams have it at their fingertips for faster resolutions. As iSolve is based on free text search, end users are using it as well to provide Self Serve Support - further reducing the number of incidents reported.
Key benefits
- Minimize end user downtime.
- Resolve problems just once, even if they are reported multiple times to different agents.
- Shorten support calls and scaling of support call capacity.
- Reduce support escalations to 2nd level or Development.
- Provide consistent problem/solution matches.
- Leverage existing knowledge base/files.
To learn more about iSolve, click here.
To contact a sales representative, please complete the short contact form.
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"...iSolve is a purchase that pays for itself in a very short time."
Mr. Shlomo Amar,
Leumi Bank - largest bank in Israel.
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"...Using iSolve reduced the IT team calls for tech support by 80%."
Mr. Tuvia Friedlander,
iteam, Mizrachi-Tefahot Bank - Israel's fourth largest bank.
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More Customers...
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