Product
Tickets
- Media channels: phone, chat, email, web, SMS, Facebook, Twitter
- Sites
- Consult the AI
- Easy integration of different CRM systems
- Knowledge db
- Selectable concepts: status, agent, template, ticket type, response group, attachments, priority, CC and BCC, multiple templates, custom fields (input or selection), repetition interval.
- ITIL support
- SLA, SLA target follow-up, statistics
- Templates with predefined fields and solution instructions
- NKI and NPS measurements
- Filters, triggers, text analysis
- Support for international characters: Russian, Chinese, etc.
- Interface in English or Swedish
- HTML editor
- Drag & drop attachments
- Master ticket
- Optional way to handle customer dialog (text or web page for customer)
- Signatures, personalized, embedded signature images
- Queue management tickets
- Out of Office
- Automatic time reporting and enumeration of processing times
- Own domain/design/css/look and feel
- Send ticket externally
- Block lists
- Reports and statistics
- Saved searches
- 4 different levels of multi-user support
- Notifications
- Tools for dispatches
- Mass management, PRO views
- Quick texts
- Define own fields/parameters
Call Center
- Advanced and flexible queues
- Bank ID integration
- Integration with many other systems
- Management of audio files and hotprompts (avalanche messages)
- Free seeting, agents can work from any computer/phone
- SLA, SLA target follow-up, statistics
- Extended call matching via CRM
- Click to dial
- Call recording
- Co-listening
- Coatching (whisper)
- HTML phone (WebRTC)
- Advanced estimated queue time
- Personalized queues
- Language management
- NKI and NPS in telephone
- Advanced statistics via Meridix
- Phone app for status and most common admin in app
- Own number plans and series, active passive ones
- Support redial and SMS notification
- Extended call matching against CRM or external systems
- Classification with follow-up and statistics
- Scheduled staffing
- Screen popup
- Pick calls in queue
- Web-callme via time management and schedule
- Rest API support
- Advanced language management
- Ready-made or custom wallboards
- GDPR management
- Calendar with global weekends and custom deviations
- Newsletter
- SMS sending
- Support SPF and DKIM for email
- Report center with subscriptions and mailings
- SIP telephony and SIP accounts
- Events and alarms
- Configurable user menus
Telephony
Use ServIT telephony softphone and telephony for regular telephony
- SIP or WebRTC account
- Personal direct numbers for customers to handle
- Integration with contact register in CRM
- Free seeting, agents can work from any computer/phone
- Click to dial
- Call recording
- Personal queues where calls are queued and connected to you phone
- Number series, active and passive numbers
Call queuing
A fundamental part in the platform is the well known and advanced call center functions for handling incoming calls.
Calls are queued and distributed to agents or to self service.
Agents man one or more call queues by using our app or web site. You can choose to take calls in a regular phone, in a softphone or in a webRTC web phone.
Incoming calls are handled via a flexible queue script. This is programmed by you to control how calls are to be handled.
Agents man one or more call queues by using our app or web site. You can choose to take calls in a regular phone, in a softphone or in a webRTC web phone.
Incoming calls are handled via a flexible queue script. This is programmed by you to control how calls are to be handled.
Funcions in queue script
There are many functions for optimising the call flow, like menues, queing time, call frequency, number of calls in queue, number of available agents etc.
More functions for the call center are found in the PRO version There you can find lots of advanced features like: calculated queing time, customer verification using bank ID, reports from report central, integration with your CRM or business system, customer satisfaction measurement etc.
More functions for the call center are found in the PRO version There you can find lots of advanced features like: calculated queing time, customer verification using bank ID, reports from report central, integration with your CRM or business system, customer satisfaction measurement etc.
Tickets
Using the ticket system you can organize and distribute work flow in you customer service. Create tickets, distribute, update status, communicate with customers, fetch statistics etc..
Tickets are initiated from many different sources, from mail, calls, web forms, SMS/MMS, manually created or via API from external system.
Example of work flow:
Your customer service files a new ticket. A link to this ticket is sent to customer. A dispatcher of yours distributes the ticket to a specific agent. He/she needs more information from customer and asks for additional information. The customers answers and the tickets goes back to the agent who can now solve it and sent message to customer. the customer can follow the workprocess and at any time file more information.
Using the ticket system you can organize and distribute work flow in you customer service. Create tickets, distribute, update status, communicate with customers, fetch statistics etc..
Tickets are initiated from many different sources, from mail, calls, web forms, SMS/MMS, manually created or via API from external system.
Tickets are initiated from many different sources, from mail, calls, web forms, SMS/MMS, manually created or via API from external system.
Example of work flow:
Your customer service files a new ticket. A link to this ticket is sent to customer. A dispatcher of yours distributes the ticket to a specific agent. He/she needs more information from customer and asks for additional information. The customers answers and the tickets goes back to the agent who can now solve it and sent message to customer. the customer can follow the workprocess and at any time file more information.
Using the ticket system you can organize and distribute work flow in you customer service. Create tickets, distribute, update status, communicate with customers, fetch statistics etc..
Tickets are initiated from many different sources, from mail, calls, web forms, SMS/MMS, manually created or via API from external system.
Functions in the ticket system
There are several features for streamlining and organize the ticket flow here.
Using templates and filters you can automate the ticket flow using standard answers.
Agents can organize them selves in teams according to different criterias, ie. economy, technical support, customer service etc. Each team has its own ticket inbox and settings.
Through our knowledge base or standard AI (ChatGPT), appropriate responses can be reused and the effectiveness of these responses can be measured..
Using templates and filters you can automate the ticket flow using standard answers.
Agents can organize them selves in teams according to different criterias, ie. economy, technical support, customer service etc. Each team has its own ticket inbox and settings.
Through our knowledge base or standard AI (ChatGPT), appropriate responses can be reused and the effectiveness of these responses can be measured..
Chat
You can servce your customers using our realtime chat. Agents man a chat queue in order to serve chat customers.
You can paste in code (from control panel) on your page where you want to provide chat for your customers.
You can also specify which information the customer must fill in before starting the chat (i.e name, customer id ...). You set which fields are mandatory and which are optional.
You can paste in code (from control panel) on your page where you want to provide chat for your customers.
You can also specify which information the customer must fill in before starting the chat (i.e name, customer id ...). You set which fields are mandatory and which are optional.
Chat functionality
Customize the design of your chat with colors, fonts and styling fitting your profile. This is done in your customized css-file (stylesheet).
If you already have information about the customer, if i.e. the customer is logged in at your site, you can access this info and prefill inte the chat intro in order to make the customer experience more obvious.
The agent can serve many chats simultaniously and can easily move between chat dialogs.
If you already have information about the customer, if i.e. the customer is logged in at your site, you can access this info and prefill inte the chat intro in order to make the customer experience more obvious.
The agent can serve many chats simultaniously and can easily move between chat dialogs.
You can create or update tickets when your customers send you mail. You will be provided with one or more internal mail addresses (inboxes) and to these you set up forward of your customer mail.
You can adjust how to fetch mail which will be the bases for new tickets. You configure if tickets are to be created automatically or after manual inspection. You specify if to send auto answer directly when creating new ticket and also if the conversation is to be by mail as an ordinary mail dialog or via a link and portal.
You can adjust how to fetch mail which will be the bases for new tickets. You configure if tickets are to be created automatically or after manual inspection. You specify if to send auto answer directly when creating new ticket and also if the conversation is to be by mail as an ordinary mail dialog or via a link and portal.
Functions in e-mail
You have many options for customizing how mail is to be handled. I.e. you can provide a general greeting and signature, including you logo.
Mail is handled as ordinary text or you can use our HTML editor for custom format.
If you also activated CRM module and the customer data is stored there the ticket is of course connected to this customer.
Mail is handled as ordinary text or you can use our HTML editor for custom format.
If you also activated CRM module and the customer data is stored there the ticket is of course connected to this customer.
