Originally published 27 April 2010
Exalead, a global leader of information access solutions and search-based applications for the enterprise and on the web, recently announced Jaspersoft, creator of the world’s most widely used business intelligence software, has significantly improved its customer support efficiency with Exalead CloudView.
Jaspersoft is the fastest growing BI software company and serves a vast, diverse customer community. It recently announced its software has been downloaded more than 10 million times and that it has more than 125,000 registered community members in more than 150 countries. This growth created new challenges for Jaspersoft’s support organization.
“When our customers call Jaspersoft support, we have several sources of information that could be relevant to address their needs – our documentation, our internal and external wikis, our Salesforce.com case management system, and our JasperForge.org community site to name a few,” said Matthew Geise, Senior Director of Services Technology at Jaspersoft. “With Exalead, we now have a single place to do a fast, unified search across all of these sources and quickly drill to the most relevant information. This is significantly improving the speed and accuracy with which we are able to help our customers be successful.”
Jaspersoft evaluated Google Enterprise Search and open source Solr before choosing Exalead.
“I am very excited about this search-based application because it combines both traditional enterprise customer records with social media content to give a comprehensive topic view,” said Eric Rogge, Sr. Director of Market Development at Exalead. “This is a great example of how structured and unstructured data can be combined to provide direct value to daily business operations.”
Exalead CloudView unifies information access for customer service operations. Used as a standalone search-based application (SBA) or embedded within your existing customer service platform, CloudView: Improves agent productivity and customer satisfaction by keeping everyone up-to-speed on the customer relationship.