Xangati Virtual Task Manager First to Reveal Live End User Activity to Front Line Support

New Rapid Problem Identification Application Provides Help Desk Personnel with Live and Historical Views of Networked Application Activity for Every User :

Customer Quotes:

"We get a lot of inquiries about network performance from our DSL or FTTH customers. These can be some of the most difficult calls to deal with, because it’s not simply answering a yes or no question like, ‘Is the network up?’. To find out why a network connection might be slow, we often have to escalate the call to a senior network engineer, which increased our support costs for the call. Xangati enables our CSRs to get answers right away, without escalating the call
to an expert."
—Harris Miller, EATEL

"The great thing about the Xangati RPI solution is that it gives us facts. It removes all the guesswork. A subscriber calls up, complaining that the network is slow. We can look at the Xangati RPI system and see what’s going on—how much bandwidth the subscriber is using, and what applications are running. We can generate a subscriber-specific report and send it to the subscriber. Subscribers are wowed by this. Once you can see what’s really happening, it moves the conversation in a whole, new direction. For example, once we can see that there’s a flood of email from a subscriber, we can then tell them to look for a spambot infection on their home PCs. They might be skeptical at first, but once they see the report showing the mail traffic, they accept what we’re saying. Xangati helps us move the process forward. We’re replacing guesswork with problem resolution."
—Frank Koniszewski, Primelink

Company Materials:

• Xangati Brochure
• Xangati Web Site

Press Contacts: