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Softlib Announces iMatch - Revolutionary Automated Solution Identification Software
iMatch Automatically Offers Solutions to Repeat Issues - for Both End User Self Help as Well as Experts
TEL AVIV, Israel, October 18, 2010/PRNewswire/ -- Softlib Software., a leading provider of Intelligent Enterprise Search &
Knowledge Management solutions with specific focus on Technical and
Scientific knowledge for IT, technical support centers and helpdesk teams,
today announced the general availability of its latest innovation - iMatch.
iMatch automates the response to repeat issues in Help Desk, Support,
Call Centers and IT environments, delivering either Self Help to end users or
automatically offering solutions to experts. Research indicates that
approximately 80% of the issues reported to the support/service/helpdesk
staff are repetitive. Identifying solutions to repeat issues is a challenge
as issues and Solutions are based on a person's vocabulary - so different
technical experts will likely describe the same problem in different words.
This makes it highly unlikely that the second expert to handle the issue will
find the first issue and leverage the knowledge gathered.
iMatch is an innovative software solution with built in dictionaries and
analytical algorithms that takes the description of a new technical issue and
can identify other similar "stories"/issues that were resolved in the past,
even if they were described in different words. Once a new issue is reported,
for example through email or by filling out a Web form, iMatch will scan the
relevant databases and knowledge bases and automatically suggest the top
matching similar issues/solutions. iMatch seamlessly integrates into any CRM,
Service Desk or Bug Tracking application in order to match the issues
documented and resolved in the past. This way iMatch extends existing
knowledge bases/repositories by linking into the information in them in its
solution matching - no data duplication needed & no manual labor required to
create FAQ lists.
iMatch innovation delivers the following key benefits:
- Deliver effective Self Help to end users and experts without any manual
effort
- Minimize downtime by accelerating issue resolution
- Save experts time
- Resolve issues once - avoid repeat handling of same issues
- Resolve issues without involving many experts
- Avoid manual labor on building FAQs or Solution categories
- Shorten training time for new personnel & reduce the impact of turnover
- Leverage existing knowledge bases / repositories without data
duplication
"Automatically identifying solutions to repeat issues, regardless of
choice of words, or vocabulary, or language is a breakthrough and innovation
that can significantly boost Self Help capabilities of organizations,
increase expert effectiveness and reduce escalations & rework.", said John
Ragsdale, VP Technology at TSIA
"We are very proud to bring the future into Self Help and Service Centers
and deliver innovation in a technically challenging domain. iMatch
breakthrough technology is the next wave of automation, eliminating repeat
issues & rework and saving experts valuable time " said Boaz Grinvald, CEO of
Softlib Software.
About Softlib
Softlib is a leading provider of Solution Identification software, enabling
our customers to reduce costs substantially while improving service to end
users. We bring innovative solutions to the marketplace that revolutionizes
the way Helpdesk/technical support/IT-service is delivered. Softlib products
are used by thousands of users worldwide. Among our customers are financial
institutions, telecom companies, technology vendors and government agencies.
SoftLib has offices in the USA & EMEA.
For more information, please visit http://www.softlibsw.com or contact:
Rotem Ackerman, rotem@softlibsw.com, +972-3-5615190
Source: Softlib Ltd
For more information, please visit http://www.softlibsw.com or contact: Rotem Ackerman, rotem@softlibsw.com, +972-3-5615190
Softlib Announces iMatch - Revolutionary Automated Solution Identification Software
iMatch Automatically Offers Solutions to Repeat Issues - for Both End User Self Help as Well as Experts
TEL AVIV, Israel, October 18, 2010/PRNewswire/ -- Softlib Software., a leading provider of Intelligent Enterprise Search &
Knowledge Management solutions with specific focus on Technical and
Scientific knowledge for IT, technical support centers and helpdesk teams,
today announced the general availability of its latest innovation - iMatch.
iMatch automates the response to repeat issues in Help Desk, Support,
Call Centers and IT environments, delivering either Self Help to end users or
automatically offering solutions to experts. Research indicates that
approximately 80% of the issues reported to the support/service/helpdesk
staff are repetitive. Identifying solutions to repeat issues is a challenge
as issues and Solutions are based on a person's vocabulary - so different
technical experts will likely describe the same problem in different words.
This makes it highly unlikely that the second expert to handle the issue will
find the first issue and leverage the knowledge gathered.
iMatch is an innovative software solution with built in dictionaries and
analytical algorithms that takes the description of a new technical issue and
can identify other similar "stories"/issues that were resolved in the past,
even if they were described in different words. Once a new issue is reported,
for example through email or by filling out a Web form, iMatch will scan the
relevant databases and knowledge bases and automatically suggest the top
matching similar issues/solutions. iMatch seamlessly integrates into any CRM,
Service Desk or Bug Tracking application in order to match the issues
documented and resolved in the past. This way iMatch extends existing
knowledge bases/repositories by linking into the information in them in its
solution matching - no data duplication needed & no manual labor required to
create FAQ lists.
iMatch innovation delivers the following key benefits:
- Deliver effective Self Help to end users and experts without any manual
effort
- Minimize downtime by accelerating issue resolution
- Save experts time
- Resolve issues once - avoid repeat handling of same issues
- Resolve issues without involving many experts
- Avoid manual labor on building FAQs or Solution categories
- Shorten training time for new personnel & reduce the impact of turnover
- Leverage existing knowledge bases / repositories without data
duplication
"Automatically identifying solutions to repeat issues, regardless of
choice of words, or vocabulary, or language is a breakthrough and innovation
that can significantly boost Self Help capabilities of organizations,
increase expert effectiveness and reduce escalations & rework.", said John
Ragsdale, VP Technology at TSIA
"We are very proud to bring the future into Self Help and Service Centers
and deliver innovation in a technically challenging domain. iMatch
breakthrough technology is the next wave of automation, eliminating repeat
issues & rework and saving experts valuable time " said Boaz Grinvald, CEO of
Softlib Software.
About Softlib
Softlib is a leading provider of Solution Identification software, enabling
our customers to reduce costs substantially while improving service to end
users. We bring innovative solutions to the marketplace that revolutionizes
the way Helpdesk/technical support/IT-service is delivered. Softlib products
are used by thousands of users worldwide. Among our customers are financial
institutions, telecom companies, technology vendors and government agencies.
SoftLib has offices in the USA & EMEA.
For more information, please visit http://www.softlibsw.com or contact:
Rotem Ackerman, rotem@softlibsw.com, +972-3-5615190
Source: Softlib Ltd
For more information, please visit http://www.softlibsw.com or contact: Rotem Ackerman, rotem@softlibsw.com, +972-3-5615190