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NextNine Partners with Softlib to Further Reduce Customer Service Costs
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10/01/2011, Tel Aviv, Israel
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NextNine to Enhance Remote Product Service Platform with Integrated Solution for Advanced Knowledge Management & Intelligent Search
NEW YORK, NY, TEL AVIV, ISRAEL, (January 10, 2011) – NextNine, a global provider of Remote Product Service (RPS) platform, today announced that it has partnered with Softlib Software to deliver comprehensive knowledge access from within the RPS to a wide array of information resources such as internal documents, service desk systems, portals, forums, news groups, emails and others.
NextNine and Softlib deliver an integrated solution that combines automated service where possible and accelerates self-help or agent-support through intelligent knowledge access, no matter where the knowledge repositories are and without moving knowledge around. NextNine customers, that will chose to utilize the Softlib iSolve solution, will be able to deliver answers to both repetitive and new technical issues faster and at a much lower cost.
“Softlib is excited to partner with NextNine to help customers deliver improved service at lower costs.” Said Boaz Grinvald, CEO of Softlib. “With the array of knowledge sources found in most customer service organizations today, having the ability to deliver immediate knowledge access is key to improve service”
NextNine Service Automation (NSA) v4.5 and up will now include an inherent Softlib virtual knowledge management solution allowing:
- One point of access to internal and external (Web, vendors, public information) information sources, without moving information around
- Intelligent search based on personalization, dictionaries & data classification
- Automated grouping of search results by source for ease of access
- Easy ability to add & share collaborative information
- Knowledge analytics through detailed logs
- Intelligent multi lingual search support
“We are always looking for new and better ways to provide value from remote service. Key derived value is the possibility of sharing knowledge around critical cases, resulting in easier troubleshooting and faster resolution”, said Tomer Bogin, NextNine COO. “We are delighted to work with Softlib and offer our customers this advanced knowledge management capability that will further streamline and improve their service delivery and ultimately the end-customer experience.”
About NextNine
NextNine provides Remote Product Service platform that enable manufacturers of business-critical systems to remotely service their products at the customer site. With remote service, organizations are able to proactively discover and diagnose problems using remote monitoring, ensure optimal system performance and gain valuable product usage insight. Global leaders including Motorola, ABB and GE Healthcare utilize NextNine’s platform to reduce support costs, drive new service revenues and increase customer satisfaction.
For more information, please visit us at www.NextNine.com
About Softlib
Softlib is a pioneer and leading provider of Solution Identification software, enabling customers to substantially reduce costs by accelerating the time to resolution and reducing escalations in their support and helpdesk departments. Softlib brings innovative and unique solutions to the support and service desk space that revolutionizes the way technical support is provided. Established in 2002, SoftLib is a rapidly expanding, privately held company led by a team of experts in the fields of enterprise IT systems and information retrieval.
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