Guarantee Service Levels with Automatic Escalation Service professionals and their managers can easily define automated escalation rules based on the length of time a message goes unanswered, customer priority, category of inquiry, or other variables. For example, if a high priority ticket from a Level A customer has not been responded to within four hours, then automatically escalate it to a supervisor. Escalated tickets are listed in red for easy identification. Automatic and manual ticket escalations are tracked for reporting. Easily Manage Customer Service Customer service Managers can easily administer Velocity Service, without having to rely on IT resources.
Managers can review all outbound communications for quality assurance.
Ticket types manager-defined classifications with which tickets are grouped for routing and reporting, for example, by product line, business line, customer geography, etc. For example, a ticket that has been successfully processed and responded to could been assigned the ticket status Complete . Velocity Expert Extends the capabilities of Velocity Service through the integration of artificial intelligence. Powerful natural language and language-independent search capabilities means customer service representatives can search and match documents based on concepts, and not just keywords. The Knowledge Base has flexible document capture and control features, giving organizations the ability to take advantage of the disparate information available to them, whether it exists as documents in the organization, on the web or even as an existing knowledgebase.