Exalead and JasperSoft
May 10, 2010
I found Matt Asay’s “Open Source Support: Can It Scale?” quite interesting. First, Jaspersoft is an open source business intelligence company. The article points out that Jaspersoft uses Exalead’s technology to deal with “documentation, internal and external wikis, [a] Salesforce.com case management system, and the JasperForge.org community site”. The write up said:
JasperSoft helped alleviate the problem by deploying Exalead CloudView. Geise [JasperSoft executive] was able to create a unified search box for JasperSoft’s support reps that examines all of JasperSoft’s disparate data sources. He estimates that the improved support boosted efficiency by more than 40 percent, a finding that is consistent with Aberdeen research. Not bad. So, maybe this is a way forward for open-source vendors that don’t want to sell proprietary extensions in an open-core model. I suspect, however, that improved support operations will remain just one piece of the overall story. No matter how efficient one can make support, there are still far more efficient and profitable models out there. (Google, anyone?)
I am not confident that Google delivers a commercial-grade service despite the firm’s continued investment in its enterprise products. Anyone try to call Google recently?
What struck me as important is that a large open source outfit tapped a commercial company for making disparate content accessible via a cloud service. I find the tie up interesting. The promise of Google after 11 years—well, it has been 11 years hasn’t it?
Stephen E Arnold, May 10, 2010
Exalead’s new business development specialist bought me a tea on Tuesday, May 4, 2010. I am such a deal.
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