Attivio Embraces Customer Support

February 14, 2012

MarketWatch declares, “Attivio IT Knowledge Expert Solution Improves Support Staff Service Performance and Reduces Cost-Per-Ticket.” Noting the bevy of information sources IT staff have to root through, Attivio presents their tailored data management software as the solution. The press release tells us:

IT Knowledge Expert connects the dots between the multiple databases and repositories used by IT support specialists to resolve incidents, identify problem-solving root causes, manage system changes and avoid “system collisions” in ways traditional solutions cannot match,’ said Sid Probstein, Attivio CTO. ‘Our customers are seeing reductions in mean-time-to-resolution (MTTR) of up to 40%, as well as significant improvements in cost-per-ticket and customer satisfaction.’

Sounds like it could be promising. Attivio is not the first to apply their information wizardry to the IT sector; many search vendors seek revenue there. Will Oracle and other dominant players fight back? Probably.

Attivio’s Active Intelligence Engine has won a number of awards for its delivery of actionable information. The highly customizable platform pulls and analyzes data from a wide variety of sources. We have seen a number of vendors use the phrase “connect the dots.” Do these systems connect dots or merely provide a collection of dots which a human must assemble?

Cynthia Murrell, February 14, 2012

Comments

4 Responses to “Attivio Embraces Customer Support”

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Stephen E. Arnold on May 9th, 2012 10:42 am

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Thanks,
Stephen E Arnold

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.