Additional rules can be easily created to recognize uncommon mail server messages. Loop Detection Customer Velocity uses Rules to recognize and manage auto-response loops. Administrators can create additional rules to refine loop detection. Velocity Tools Contact Manager Using the Contact Manager, service, sales, and marketing professionals can view and manage customer profiles and interaction history. Contact information is compiled from multiple customer data sources including Customer Velocity applications, external databases, and imported lists, providing a unified view of all customer interactions.
Authorized users can also manually enter and edit customer records.
Notifications Service, sales, and marketing professionals can create notifications. When a predefined event occurs for example a high priority ticket is escalated an e-mail message is automatically sent to the recipients in the notification group for that event. Templates are created using the Template Builder, categorized for use in one or more Customer Velocity applications, and then stored in the Template Library. Substitutions allow for personalized e-mails to be generated based on the content of the substitution. Database substitutions are defined when creating a template by specifying a database field.