Ability for multiple service personnel to collaborate on a customer request. Tracking features to ensure all messages are responded to. Real-time reporting on age of oldest message, number of messages waiting, etc. Report writer capability. Automated escalation of interactions that fall outside of acceptable service levels.
Responses are personal, faster, and better coordinated.
Improved service operations . Routine service operations are automated, and service personnel are kept informed of outstanding requests. Collaboration on more complex requests is encouraged. Improved service management . Comprehensive management tools are provided, including monitoring of service levels, reporting and escalation.