iService Overview

Better, faster, cheaper ... it's what your customers want and it's what iService delivers.

Better - Ensure all of your customer interactions are consistently accurate, well documented, and delivered in a professional manner.
Faster - Skills-based routing, multiple response options, service level monitoring, customer auto responses, and 24x7 self service ensure your customers get the answers they need quickly and efficiently.
Cheaper - Powerful tools like single click responses, mass updates to answers, powerful message filters, and self-help will lower your cost of delivering service.

iService provides a completely web-based interface, routes and automatically responds to customer email, provides a simple but powerful knowledge base, and includes a complete view of your customer and interaction history. With iService, your staff can handle larger workloads with less effort.

• Deliver fast, accurate responses to every email inquiry.
• Provide a self-help knowledge base which reduces cost and increases customer satisfaction.
• Utilize email auto responses to keep customers informed and enhance customer satisfaction.
• Use skills-based routing to decrease resolution time by directing email to the right person.
• Self-learning knowledge base captures information from agent responses and preserves enterprise knowledge.
• Use single-click response templates to increase agent productivity and response accuracy.
• Ensure outbound email is archived and integrated with contact history.
• Leverage archival and interaction history to provide quality assurance.
• Utilize reporting and performance monitoring to provide visibility to all levels of management and empower rapid decision making.
• Use agent created tickets to ensure customer issues are handled promptly.
• Leverage a web-based interface that allows agents to work from any location.
• Use secure messaging to discuss any topic with customers with complete confidentiality.
• Use customizable contact records that provide the exact view of your customers you want to see.