Xirrus, Inc., the technology leader in Wi-Fi Switching (see www.xirrus.com), has deployed iSolve software for its online customer and partner support.
iSolve now powers support.xirrus.com and allows Xirrus customers and partners to quickly and easily find the information they need without the need to call and consult an expert. This allows Xirrus to provide improved and immediate 24x7 service by leveraging the Web as a scalable Support channel. The content is delivered dynamically based on intelligent free text search and user credential level.
Xirrus, the only Wi-Fi "Power-Play", manufactures the Wi-Fi Array® architecture that displaces both overlay Wi-Fi offerings and switched Ethernet to the desktop.
As a fast growing technology company with the desire to provide leading service to its customers and partners, Xirrus was looking for technology that could accurately provide solutions to issues presented, leveraging home grown content automatically while seamlessly integrating with existing systems such as their Service Desk system. The technology of choice also had to provide the content dynamically through natural language search and not rely on FAQ or pre-authored content in order to keep cost of ownership low and provide knowledge to end users faster.
Xirrus selected iSolve due to its following leading capabilities:
· Intelligent natural language search
· Unique solutions grouping for simplified presentation
· Seamless integration with existing information sources and applications
· Deployment in days
“As part of Xirrus’ commitment to superior customer service, we made a strategic investment in iSolve. With iSolve we found the unique solution that allows us to deliver Web Self Help that is powerful and yet easy to use. iSolve was implemented in days and provided immediate ROI”, said Bruce Miller, Vice President, Product Marketing at Xirrus. “iSolve provides intelligent search and comes with built in information to boost effectiveness further. It’s out of box integration allowed us to quickly integrate it with our hosted Parature Service Desk system to the benefit of our customers.”