Empowering front-line support to deal more effectively with performance and productivity issues, Xangati today announced a new Virtual Task Manager application that brings rapid problem identification (RPI) directly to front-line support teams in both enterprise and service provider organizations. The Xangati Virtual Task Manager is the first support application that enables help desk personnel and customer support organizations (CSOs) to radically improve their responsiveness and problem resolution success rates by providing live views of all end-user interactions and active symptom replay for "cold-case" analysis.

With this new application, Xangati RPI creates a seamless handoff between front-line support and the network operations group, enabling the collective team to more rapidly get to the heart of end users' application, network performance, and availability issues. By decreasing the mean time to resolution, service providers can increase customer satisfaction and as a result, subscriber loyalty. For enterprises, a faster resolution of helpdesk issues directly translates to increased productivity among enterprise users and a greater confidence in IT personnel.