SoftLib Announces Automated Self Help and Knowledge Virtualization for SalesForce.com

SoftLib Announces Automated Self Help and Knowledge Virtualization for SalesForce.com

Innovative Solutions Improve Customer Service and Agent Productivity

TEL AVIV, Israel, October 24, 2011/PRNewswire/ --

    SoftLib Software, a leading provider of Knowledge Delivery solutions for
Immediate Service, today announced the general availability of its iMatch
and iSolve product lines for the SalesForce.com CRM application.

    iMatch and iSolve for SalesForce.com improve customer service while
deflecting calls, reducing escalations and improving productivity. Key
benefits include:

   
    - Deliver high quality automated Self Help to end users and
      junior agents. The patent pending technology automatically understands
      meaning behind users queries and accurately pinpoints relevant knowledge
    - Create a virtual knowledge base from knowledge stored outside
      SalesForce.com as well as in SalesForce.com
         - Virtual knowledge organization without moving knowledge
         around
         - Unified, intelligent search, across knowledge sources
         - Knowledge collaboration, tagging and analytics across
         sources
    - Accelerate creation of Self Help knowledge

    "With SoftLib we deliver a superior online service experience to our
customers and we have reduced the number of customer support calls," said
Jose Villarreal, Director of Customer Support at Xirrus. "Our customers can
now pinpoint knowledge across SalesForce Self Service repositories as well
as from our website with one intelligent, uniform discovery mechanism."

    SoftLib iMatch is an Automated Self Help solution, providing the right
information to users submitting their issues to the Help Desk, Support
Center or Call Center. Through machine learning, automatically generated
taxonomy and analytical algorithms iMatch matches new issues with existing
solutions, regardless of choice of words.

    iSolve is a Virtual Knowledge Base, virtually organizing all internal
and external related knowledge sources for a complete 360 degree customer
view. Knowledge can then be browsed by virtual categories or searched
intelligently. Collaboration, tagging and analytics make iSolve a complete
solution to manage federated knowledge without moving it around.

    "We are excited to launch our innovative solutions that seamlessly
integrate with SalesForce.com CRM. Our solutions significantly extend
SalesForce's offering in the challenging area of meaning base knowledge
delivery," said Boaz Grinvald, CEO of SoftLib.

    About Softlib

    SoftLib is a leading provider of knowledge delivery solutions for
immediate service, 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/Service
is delivered. SoftLib products are used around the world. Among our
customers are financial institutions, telecom companies, technology vendors
and government agencies.

    About Xirrus, Inc.

    Xirrus is the leading provider of high-performance wireless networks.
Our array-based solutions perform under the most demanding
circumstances-always. Their wired-like reliability and superior security
allow our customers to confidently take their business-critical applications
and operations mobile. Our solutions are unique in the industry,
transforming enterprises and organizations around the world. At a time when
everyone expects to connect wirelessly everywhere and business is
increasingly done in the cloud, Xirrus wireless solutions are providing a
strategic business and IT infrastructure advantage in thousands of
deployments worldwide. Headquartered in CA, Xirrus is a privately held
enterprise designing and manufacturing its products in the USA.

    Please visit http://www.softlibsw.com or contact: Vladimir Urayev,
vladimir@softlibsw.com, US phone: +1-551-226-6069, Intl phone:
+972-54-7766191

Source: Softlib Ltd

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