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Products—Email ResponseResponding to customer email inquiries efficiently and effectively requires a very different process from traditional customer service methods. The processes and techniques used by iService have been fine tuned by One-to-One Service over the past ten years and is unmatched within the email response industry. iService is a proven veteran in the email response industry helping companies manage thousands of emails per day. The intuitive user interface, combined with highly advanced filtering and routing capabilities will guarantee increased productivity for your team.
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Powerful Message Filter EngineiService provides a powerful filtering capability with access to all aspects of the customer inquiry, including the contact's extended user profile. This allows you to take an unlimited number of actions based on the content of the message, or information known about the contact themselves. And the actions available go far beyond simply determining a message queue or sending an automated response. The iService filtering capabilities allow you to develop completely automated workflows. Intuitive InterfaceThe elegance of the iService user interface is unsurpassed within the email response industry. Your agents will be responding to inquiries within minutes with limited training. Support reps simply click one button, and iService determines the appropriate message and handles the assignment process. If your team can use email, they can use iService with limited training. Multi-tenant and Multi-Business UnitThe iService architecture supports both multi-tenant and multiple business units within an organization. The multi-tenant capabilities allow you to operate completely independent databases managed from within a single administrative console. This provides a unique opportunities for companies with a desire to enter the Sofware-as-a-Service market using iService to develop new markets. The multiple business unit capabilities all a single tenant to support multiple lines of business, each with their own unique configuration. And, all tenants and business units can be separately branded with their own customer CSS style sheet. iService is one of the only systems designed for service provider hosting available for private labeling and resale. Secure Messaging and EncryptionEmail is the preferred method for many of your customers to interact with you. But if they need to communicate sensitive or confidential information, the insecure nature of email exposes you to a variety of risks. iService provides a secure messaging solution with preconfigured templates ready to use out of the box. The secure messaging capabilities of iService, combined with predefined content and workflows, make it easy to implement. Your customers access a secure portal for submitting questions and receiving answers that utilizes 128-bit SSL encryption. Highly ScalableThe iService service oriented architecture supports both scaling up and scaling out by distributing processes across multiple servers, if needed. The iService components, such as the mail processor, web interface, and database can all be separated and run on clustered machines. Extensive Productivity ToolsiService productivity tools, such as single click responses and the ability to use message variables, significantly improve agent productivity.
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