New Informatica Support Offerings Drive Self-Service, Mobile And Proactive Customer Support For Improved Customer Experience

REDWOOD CITY, Calif., March 12, 2013 (GLOBE NEWSWIRE) -- Informatica Corporation (Nasdaq:INFA), the world's number oneindependent provider of dataintegration software, today announced a series of new Informatica Global Customer Support offerings, self-serviceresources and enhancements to the award-winning Informatica MySupport portal, all aimed at improving thecustomer experience by powering more personalized, proactive andeffective customer support worldwide.

Next-Generation Proactive Log Analyzer: AcceleratingTime-to-Resolution

Also included in the new offerings is a distributed,scenario-based log gatherer and information collector forInformatica 9.x installations. Support organizations commonly spendimmense amounts of time collecting data, logs and information onsymptoms versus actually resolving issues. By speedingtime-to-resolution by as much as 25 percent, Log analyzer addressesthis problem by proactively collecting diagnostic data associatedwith a specific issue, including logs, configuration reports, andworkflow exports. The collected data can be used immediately bycustomer personnel for troubleshooting, or uploaded with a singleclick to Informatica Global Customer Support for furtheranalysis.

With this, Informatica Global Customer Support clientelecan:
  • Quickly and unobtrusively collect data relevant to a particularsupport scenario.
  • Take advantage of pre-configured scenarios such as Session Hangand Profile Crash.
  • Use a single interface for scenario configuration and managingdata collection across multiple product installations.

Personalized eService Apps

Informatica has also introduced a series of personalizedeService Apps, for rapid self-service support. Accessed through theeService section of the Informatica MySupport portal, theseinclude:
  • Call Me - Through the Call Me app, Enterpriseand Mission-Critical level Informatica Global CustomerSupport clientele can interact directly with the InformaticaService Engineer (SE) assigned to any of their service requests. Ifthe SE is inaccessible, the customer can be transferred immediatelyto an available SE.
  • Simple Online Escalation -- Enterprise andMission-Critical level clientele can quickly escalate aservice request through the Informatica MySupport portal, elicitingimmediate response from the Escalation Team.
  • Online Bug Tracking - All Informatica Global CustomerSupport clientele are able to use the Online Bug Tracking app tolink quickly to a personalized list of all bugs associated withtheir particular projects, including bug details and close and enddates. The list can be easily exported to an Excel spreadsheet foroffline use.

Mobile Support App

Additionally, an Informatica Support Mobile eServiceApp is now available for viewing and updating support case statusin real time and for taking action on issues requiring customerinputs. Available for Apple and Android devices, the Support Mobile app provides a QuickProject Dashboard for a personalized view into support cases, witheasy drilldown into service request activities and a Quick Replyoption for responding to requests for input. The new mobile appalso provides customers with real-time updates on InformaticaGlobal Customer Support tweets as well as "hotfix"and new product announcements.

New Support TV

Available through the Informatica MySupport portal, Informatica SupportTV provides access to an initial collection of more than 120professional quality videos produced by Informatica Global CustomerSupport professionals. Integrated with YouTube, each concise videoaddresses a specific Informatica product, tool, or technical tipfor making the most of customers' Informatica implementations.Ideas for Support TV videos are both customer- andInformatica-generated.

Similarly, an Informatica Global Customer Support Webinar Serieshas been launched  with Informatica subject matter expertsmaking online presentations on pertinent technical topics and newproducts. Initial topics include "Introduction to Master DataManagement" and "Informatica Data Quality 9.5.1." For informationon upcoming monthly Informatica Global Customer Support Webinars,visit the InformaticaMySupport Portal.

Tweet this : New @InformaticaCorp Global#Customer Support Offerings Drive Self-Service, Mobile &Proactive #Customer Support

"With customer IT environments becoming increasingly complex andtheir data integration requirements increasingly mission-critical,it's imperative to be proactive," said Ansa Sekharan, senior vicepresident, Global Customer Support, Informatica. "The InformaticaGlobal Customer Support team continues to innovate and find newways to empower customers with relevant right-time information andrapid access to support resources to address issues before theyimpact system and business performance."

Additional Information

Recently, Informatica Global Customer Support was honored with a 2013Gold Stevie Award for its use of technology in CustomerService. Informatica is making the use of technology a key factorin its ability to help drive customer success and rapid ROI throughsuperior and timely service/support, a key differentiator forInformatica in the marketplace.

In the last 12 months, Informatica Global Customer Support hasfocused on using technology to empower customers toavoid/manage/resolve issues through Informatica's MySupport Portal.Also recognized by the Association of Support Professionals as oneof the world's " TenBest Web Support Sites" MySupport is earning considerableplaudits from customers for its new Support TV and highlypersonalized user experience. These plaudits are translatingdirectly into increased and more effective use of InformaticaMySupport resources, strengthening those resources, decreased siteattrition and increased call deflections.

In addition to the 2013 Gold Stevie for Use of Technology inCustomer Service, Informatica Global Customer Support was alsorecognized with a 2013Bronze Stevie for Innovation in Customer Service.

About Informatica

Informatica Corporation (Nasdaq:INFA) is the world's number oneindependent provider of data integration software.Organizations around the world rely on Informatica for maximizing return on data to drive their topbusiness imperatives. Worldwide, over 5,000 enterprises depend onInformatica to fully leverage their information assets residingon-premise, in the Cloud and acrosssocial networks. For more information, call +1 650-385-5000(1-800-653-3871 in the U.S.), or visit with Informatica at,


Note: Informatica, Informatica PowerCenter and Informatica Global Customer Support are trademarks orregistered trademarks of Informatica Corporation in the UnitedStates and in jurisdictions throughout the world. All other companyand product names may be trade names or trademarks of theirrespective owners.
CONTACT: Deborah Wiltshire	         Informatica Corporation	         +1 650 385 5360	         mobile/+1 650 862 8186                  Shira Frantzich         Informatica Corporation         +1 650 385 5674

Informatica Corp.

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