Features

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• Integrated Customer channels
• Self Service  portal
• Capture Cases from email
• Capture Cases from Facebook
• Capture Cases from Twitter
• Android and IOS Native Apps
• Live Chat
• Customer Support/Case Management
• Corporate and Personal Customer Support
• Dynamic Routing Rules
• Load Balancing across Agents/Users
• Knowledge Base
• Service Level Agreement
• MS Word correspondence template
• email correspondence template
• Facebook response Template
• Twitter response Template
• Manual and Automated correspondences
• Case Management
• Extended case management to front office and back office users
• Extended case management to external entities
• Basic workflow
• Standard best practice workflow
• Workflow Engine
• workflow Designer
• Case Assessment
• Case Investigation
• Root Cause Analysis
• Corrective and Preventive Actions
  
• Customer Satisfaction & Feedback
• Sentiment analysis
• Security and System Configuration
• SSL encryption
• Password Authentication
• Role Based Authorization
• Data Scope Management
• Audit Log
• Facebook/Twitter/Google+ Sign on
• Customer/Contact Profiling
• User Profile Definition
• User Group Definition
• Organization Hierarchy Definition
• Products/Services Definition
• Product/Service Group definition
• Agent Productivity Tools
• User Dashboard
• Executive Dashboard
• Activities work queue
• Tasks work queues
• Reminder
• To-do List
• Follow up
• Alerts
• Monitoring Dashboard
• Standard Reports
• Customized Reports & Analytics Limit
• Miscellaneous
• Integration and Connectors
• Rebranding
• File Attachment limit
• NABD Support Options
• Online and Email Support
• Phone support