Provide a unified agent experience across all
interaction channels – including e-mail, Web,
chat, and phone – with multichannel service
ticketing. Capture complete conversation history
in a single place to maximize agent efficiency.
Routing and escalation rules help ensure that
cases are always handled by the right person.

Track multiple equipment records for an
installation point (location), and track multiple
components (parts) for an equipment record.
Capture notes, serial numbers, and other
installation data associated with equipment
installed at a customer location.

Support complete ticket and case management,
including telephone-computer telephony
integration. Run and manage your incidents as
needed, no matter if it’s a “low touch” request or
a sophisticated “high touch” technical incident.
You can include experts as well as knowledge
bases and comprehensive workflow and routing
rules, including SLA management. Utilize IoT for
quick ticket resolutions.

Allocate technicians using the built-in resource
scheduler. Embedded resource scheduling
functionality enables real-time visibility of work
tickets on each technician’s calendar via desktop
or mobile devices. Schedule on-site visits
efficiently by knowing which technicians are
available to meet service needs.

Use social media channels such as Facebook,
Twitter, YouTube, and Instagram to engage with
customers and help them quickly resolve their
own service queries. Add social media
information to customer profiles to develop a
more complete customer picture and identify
priority messages among millions of posts and
tweets – and respond quickly.