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XANGATI VIRTUAL TASK MANAGER FIRST TO REVEAL LIVE END-USER ACTIVITY TO FRONT-LINE SUPPORT
New Rapid Problem Identification Application Provides Help-Desk Personnel and CSOs with Live and Historical Views of Networked Application Activity for Every User CUPERTINO, CA, March 24, 2008 –Empowering front-line support to deal more effectively with performance and productivity issues, Xangati today announced a new Virtual Task Manager application that brings rapid problem identification (RPI) directly to front-line support teams in both enterprise and service provider organizations. The Xangati Virtual Task Manager is the first support application that enables help desk personnel and customer support organizations (CSOs) to radically improve their responsiveness and problem resolution success rates by providing live views of all end-user interactions and active symptom replay for “cold-case” analysis. With this new application, Xangati RPI creates a seamless handoff between front-line support and the network operations group, enabling the collective team to more rapidly get to the heart of end users’ application, network performance, and availability issues. By decreasing the mean time to resolution, service providers can increase customer satisfaction and as a result, subscriber loyalty. For enterprises, a faster resolution of helpdesk issues directly translates to increased productivity among enterprise users and a greater confidence in IT personnel. Key features of the Xangati Virtual Task Manager application:
A demonstration of the Xangati Virtual Task Manager can be found at http://www.xangati.com/taskmanager/. “Subscribers are never happy when they call about Internet application performance problems because their perception is the network is always at fault,” said Harris Miller, manager of data engineering at EATEL, a telecommunications company offering phone, Internet and TV services to Southern Louisiana. “With the Xangati Virtual Task Manager, we can now proactively alert our customers to virus or spambot problems that could drag performance down—before they even notice the problem developing. We are reaching out to customers that have issues, and the response has been overwhelmingly positive. More importantly, we are saving thousands of dollars a month in upstream bandwidth by proactively containing these issues.” Only the Desperate or Brave Called Support—Until Now According to the Yankee Group, broadband service providers can experience first-year installation and support costs of up to $700 per subscriber for advanced services like IPTV. This is largely due to the fact that it is extremely challenging for service providers to deliver the high-quality service that subscribers expect in the context of all the other applications the subscriber is using on the network. And with heated competition among service providers, maintaining a high customer-satisfaction rate is a prime strategy for building customer loyalty and retention. The service-provider CSO is often the frontline agent responsible for customer happiness. The problem is similar within enterprises. Forrester estimates that it takes six calls to the help desk before the source of a problem is identified. This could be why users in general are loathe to contact their front-line support with performance issues as it generally requires a great deal of their time and patience to troubleshoot problems. Users are often put on extended hold or must wait for callbacks to learn the root source of their performance headaches and how to address them. Customer satisfaction drops with every minute that passes before an application performance issue is resolved. A primary reason for these poor results is that neither support personnel nor end users have a complete picture of the user’s overall networked application activity. This limitation restricts the front-line agent to performing only the most rudimentary of desktop support services – which is a challenge, given that most of today’s mission-critical applications are network based. With the Xangati Virtual Task Manager, support personnel now have live, comprehensive visibility into what users are doing second by second and can quickly discover the facts behind application performance and availability issues. In many cases, this visibility provides enough data for the front-line support group to directly remediate the problem. Should any issue require escalation, the next-level support team can use the same interface to review a history of the issue, so no further time is lost in tracking down the cause. “Previously, reactive escalation issues occupied close to 100 percent of our senior engineers’ time. The Xangati Virtual Task Manager has cut that by half,” said Frank Koniszewski, IP network engineer for PrimeLink, a fully integrated telecommunications company located in upstate New York. “Now we can show subscribers the facts about what is happening on their home network that could affect performance. In one case, the Xangati application enabled us to track down a recurring performance problem to an X‑Box gaming server the subscriber’s teenage son had installed surreptitiously. Whenever the son fired up the server to play games with his friends, the home Internet connection was flooded and became extremely sluggish. We did not have that level of visibility before Xangati.” ”Our customers have asked us to create a bridge between the front-line support and network operations organizations to integrate RPI into the troubleshooting process from the beginning,” said David Messina, vice president of marketing at Xangati. “With the Virtual Task Manager, the support personnel now can take action and provide value for their end users beyond the desktop support they provide today.” Pricing and Availability The Xangati Virtual Task Manager application is available as a free software upgrade to current Xangati RPI appliance users. New customers can purchase an RPI appliance with the Virtual Task Manager application for an entry-level bundled price of $35,000, U.S. list. Multimedia Resources To find out more about the Xangati RPI solution and Virtual Task Manager, refer to the product literature: http://www.xangati.com/web2/download/Xangati_Brochure.pdf. To view a video demonstration of the Xangati Virtual Task Manager, direct your browser to http://www.xangati.com/taskmanager/.
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“90% of the mean time to repair is spent in the problem identification effort.” Yankee Group “Major enterprise and government organizations lose 35 days a year in productivity per employee due to the poor performance and availability of networked applications.” Yankee Group Company Brochure Request a live demo |
