iService—Key Features

• Route and queue incoming email for agents using an intuitive skills-based routing approach.
• Automatically assign customer replies to the original agent handling the customer's interaction.
• Add agent notes to replies that are invisible to customers, but viewable in message history and reports.
• Agents can send and receive file attachments.
• Agents can initiate outbound email to contacts at any time, and all correspondence is archived.
• Agents can create and assign tickets on behalf of customers.
• Questions can be answered within the iService browser interface, or answered directly via email.
• All interactions (Telephone calls, customer and agent email, tickets) are archived in customer history.
• Use stock response templates to provide quick and consistent answers.
• Populate stock response templates with variables, such as contact information and custom properties.
• Use secure messaging for confidential communications.
• Search complete interaction history by agent, subject, topic, body of messages and many other fields.
• Route customer questions to outside experts for review and response assistance, without the need for additional iService licenses.
• Capture and store additional properties on incoming messages, such as Item Number, Operating System, etc.
• A complete audit trail of every interaction, such as when it was assigned or when its topic was changed, is maintained within contact history.
• Messages can be automatically removed from an agents queue when they log out of the system (for sites that are 24x7).

• Act on multiple inquiries at once using mass update capabilities.
• Review agent responses for quality assurance.
• Generate detailed reports to manage your email response processes.
• Supervisors can monitor real-time status of all customer questions and the status of agents.
• Obtain real-time alerts for interactions in danger of missing service-level targets.

• Customizable properties for agents such as:
• access to cc: and bcc: lines when composing responses
• automatically empty an agent's queue of assigned messages when they logout
• automatically log an agent out of the system after a defined period of inactivity
• manually force an agent logout
• Maintain and control access to separate segments for different parts of the enterprise (technical support, customer support, human resources, etc.)
• All messages are pre-processed for SPAM and viruses (on-demand service
• Easily integrate with other applications using the iService Web Services API.
• Filter incoming messages using a powerful regular expression parsing engine.
• Attach custom properties to interactions, such as browser type, priority, etc.
• Attach customer properties to contacts, such as birth date, account number, etc.
• Maintain a complete audit trail of changes to contact and interaction properties.

... and many more features that make iService easy to use yet powerful.