Contact Center Solutions Featured Article

Informatica Enhances its Support Offerings for Superior Customer Experience

March 13, 2013

The reputable data integration software provider, Informatica Corporation, has announced a number of initiatives, all aimed at improving the customer experience.

In addition to expanding the Informatica Global Customer Support offerings, Informatica has also reportedly enhanced its award-winning MySupport portal. An array of self service capabilities have been added to the portal for the convenience of its wide ranging clientele.

Through these initiatives, Informatica’s global customers, who access the company’s information-rich, interactive MySupport portal to securely manage their information, may now enjoy more personalized, proactive and effective customer support.

Included in its enhanced customer service package is a ‘distributed, scenario-based log gatherer and information collector.’ This new feature is designed to simplify Informatica 9.x installations, by eliminating the support professionals’ need to collect data, logs and information on symptoms.

As such, they will now get more time to resolve issues.

The new log gatherer and analyzer tool is capable of expediting time-to-resolution by as much as 25 percent.

Log analyzer helps proactively collect diagnostic data associated with a specific issue. This data can then be used immediately by support personnel for troubleshooting. For more complex issues, the data can be uploaded with a single click to Informatica Global Customer Support for further analysis.

The enhancement gives Informatica Global Customer Support clientele three benefits:

  • The can quickly and unobtrusively collect data relevant to a particular support scenario.
  • They can take advantage of pre-configured scenarios such as Session Hang and Profile Crash.
  • They can use a single interface for scenario configuration and managing data collection across multiple product installations.

As part of this customer support campaign, Informatica is offering a series of personalized eService Apps, for rapid self-service support. The apps can be accessed through the eService section of the Informatica MySupport portal.

“With customer IT environments becoming increasingly complex and their data integration requirements increasingly mission-critical, it's imperative to be proactive. The Informatica Global Customer Support team continues to innovate and find new ways to empower customers with relevant right-time information and rapid access to support resources to address issues before they impact system and business performance,” senior vice president of Global Customer Support at Informatica, Ansa Sekharan, noted in a statement.

In related news, Earl Fry, CFO, chief administration officer and EVP of Informatica; and Mike Pickett, VP strategic business development, will deliver a corporate overview at the Piper Jaffray Technology, Media & Telecommunications Conference in New York on Wednesday, March 13, 2013 at 11:30 a.m. EDT.

Edited by Braden Becker