The support systems landscape is always evolving as new solutions enter the market to help companies provide better customer support. Two leading vendors in this space are XTEN-AV and D-Tools, which both offer comprehensive technical support platforms. In this blog post, we will take a deeper look at XTEN AV Dtools software to understand how their software and services compare. Specifically, we will analyze their key features, pricing, functionality for agents and customers, and more. Both solutions aim to improve support experiences with innovative features, but they take somewhat different approaches. A direct comparison can help organizations determine which system may be the best fit for their unique support needs and budgets.
Key Features of XTEN-AV and D-Tools
XTEN-AV
XTEN-AV is known for its strong focus on collaboration tools as part of its unified support platform. Some of its core features include:
Knowledge base and documentation tools that allow agents to quickly find answers to common questions and share knowledge across teams. Articles can be personalized for specific customers.
Live chat, email, and telephone support capabilities integrated into a single agent interface along with customer histories and profiles for context.
Ticketing system to log, track, assign, and resolve customer cases along with customizable workflows and integrations.
Communication tools like messenger, email, screen sharing, and code/file sharing to facilitate real-time collaboration on support cases.
Customizable dashboards and reporting so managers can track team performance, workload, and first response metrics.
D-Tools
As a more full-featured platform, D-Tools offers some advanced functionality beyond core support including:
A broader set of collaboration tools like video conferencing, virtual whiteboards, and project management features for planning support work.
Integrations with common IT services management (ITSM) and monitoring solutions to correlate support cases with system issues.
Configurable self-service portals where customers can search knowledge bases, view support status, and log cases independently.
Automation capabilities through scripts and bots to handle common requests, prescreen cases, and escalate critical issues.
Additional modules for professional services, education/training, and field service support beyond just technical support.
Functionality for Agents and Customers
XTEN-AV and D-Tools aim to improve the experience of support agents and the customers they assist. Here is a look at their functionality in these key areas:
For Agents:
Both support solutions provide agent interfaces centered around a unified dashboard highlighting active cases, notifications, performance metrics and contextual information like customer histories and knowledge base articles. Their ticketing systems include features like automatic case assignment, status updates, escalation paths and reporting for management oversight. Agents can also use the integrated communication tools for remote collaboration on technical issues.
For Customers:
XTEN-AV and D-Tools offer self-service portals allowing customers to search documentation, view support policies, check case status and log new requests independently 24/7. Their communities and ideas modules foster customer-to-customer collaboration as well. Customers can also use live chat, email or co-browsing for direct agent interaction on unresolved issues day or night from any device.
Overall, both vendors aim to streamline agent workflows while improving transparency and convenience for customers throughout the entire support lifecycle. Their functionality supports the modern needs of both sides of the support equation.
Pricing Models
XTEN-AV employs a software-as-a-service (SaaS) subscription model where customers pay monthly or annually based on the number of supported agents and supported customers. It offers flexible pricing packages to suit companies of all sizes.
D-Tools works through an on-premises software licensing model and offers more customization for large IT environments. Its pricing is based on server requirements, number of user licenses needed across different user types like agents, managers, and customers. It also has SaaS deployment options through D-Tools-hosted or hybrid architectures.
On-premises licensing usually involves higher upfront costs for D-Tools compared to XTEN-AV which charges only monthly fees. However, the former offers more control and flexibility for large enterprises with on-premise infrastructure. Overall both solutions fit different budget profiles and operational requirements.
Comparing Support for Specific Functions
An important aspect to consider when choosing a support system is how capable it is for handling different types of requests and workloads. Below we examine XTEN-AV and D-Tools support for a few common functions:
Hardware Repair Processing
Both solutions include asset tracking modules and integrated RMA processes to streamline repair logistics like approvals, shipping status updates and billing. However, D-Tools may offer deeper ERP-style functionality appealing to repair depots with complex parts inventories and third party logistics.
Telephony Support
While XTEN-AV includes basic phone integration, D-Tools provides more robust contact center capabilities through its Voice module including skills-based routing, recording, quality monitoring and reporting suited for call heavy environments.
Field Service Management
D-Tools’ dedicated field service management functionality for scheduling, dispatching technicians and capturing project details would be preferable for companies relying heavily on on-site support. XTEN-AV takes a simpler ticketing approach better for smaller field teams.
Knowledge Management
Both platforms empower agent self-service and encourage collaboration through knowledge bases, IDEAS forum modules and document version control. However, D-Tools offers moretaxonomy-driven organization and personalization capabilities fitting larger knowledge repositories.
In summary, while the core functions are comparable, D-Tools provides more sophisticated solutions tailored for complex operational needs, especially among repair depots, call centers or large field service teams. XTEN-AV remains a strong choice for support desks with simpler, ticket-focused workflows.
Deployment Models
In addition to software licensing, deployment architecture is an important consideration when choosing a support solution. Both XTEN-AV and D-Tools support the following options:
Cloud/SaaS: For those needing quick deployment without internal infrastructure, XTEN-AV and certain D-Tools packages can be stood up in the cloud within days to start using pre-built hosting environments.
On-Premises: Organizations with security or compliance requirements prefer owning their data locally, making D-Tools’ install-on-your-servers model appealing.
Hybrid: Some mix cloud and on-prem, standing up core functions like knowledge base or communities in the cloud for global access, while keeping cases and sensitive data locally controlled.
So in summary, XTEN-AV defaults to SaaS but can also be installed locally, while D-Tools specializes more in on-prem or hybrid infrastructures while also offering a cloud footprint. The deployment choice depends on an organization’s technical landscape and data needs.
Summary
To conclude, XTEN-AV and D-Tools both offer comprehensive, collaborative software and services to transform technical support operations. By focusing on unified agent workflows, self-service, and knowledge sharing, they aim to improve assistance outcomes for customers.
D-Tools provides more tailored solutions for complex workflows in call centers, repair depots or field service through dedicated modules. However, this deeper functionality comes at a higher cost compared to XTEN-AV’s more standardized SaaS subscription model.
For mid-sized support desks with simpler ticket-centric needs, XTEN-AV’s easier deployment and pricing can be preferable. Meanwhile larger enterprises with sophisticated multi-channel contact centers or product servicing groups are likely better served by D-Tools’ robust and customizable platform.
While both are leading support solutions, IT and customer service leaders must evaluate their unique requirements and infrastructure to determine the best strategic and financial fit. A hands-on evaluation of each vendor’s software capabilities and services is highly recommended before any purchasing decision. By doing their due diligence, organizations can feel confident their choice of XTEN-AV or D-Tools will meet their evolving support objectives.
