Products—Contact Management

iService provides a complete, easy to customize system for managing all of your customer information. The intuitive web-based interface provides your entire team secure and encrypted access from any browser with an internet connection.

With iService you can extend your view of contacts with an unlimited number of custom fields. And, you can control access to any of this data to ensure compliance with regulations such as HIPAA, PCI and Sarbanes-Oxley.

As with all iService components, the service-oriented architecture makes it easy to integrate with other systems ensuring your information is always up to date.

Share |

To learn how iService can help your organization,
call 217-903-4457 or email us at sales@1to1service.com.

Tel: 217-398-MAIL(6245)
Fax: 866-557-2545

Unlimited Custom Fields

Add additional information to your contact view, such as customer account numbers or sales stage for prospects.

Capture Call Notes

Add call notes to track your conversations and ensure other members of your team have access to the latest information. Make your notes public so your customers can see their history, or private to limit views to your internal team.

Send Agent Emails

Allow your team to send outbound emails from the system that are tracked as a part of the contact's permanent interaction history. Satisfy regulatory requirements by retaining all of this history as required by various laws.

Send Secure Messages for Confidential Data

Email is often the preferred communication channel for customers, but is insecure and not appropriate for confidential data. The iService secure message option allows you to communicate sensitive and confidential information through its convenient message portal and does not require any special software for your customers or agents.

Create Tickets and Workorders

When combined with the iService message queue, the ability to create tickets will help ensure your customer requests never slip through the cracks. Tickets can be generated by agents that handle phone calls and routed to the appropriate team using the sophisticated skills-based routing capabilities of iService.

Manage Customer Subscriptions

When used with the iService email marketing capabilities, you have direct access to your contact's subscribed mailing lists.

View Complete Contact History

Every interaction with your contacts can now be viewed across the enterprise, and controlled as necessary based on requiredaccess restrictions.

Generate Extensive Metrics

iService includes an extensive set of reports that help you manage your staff and ensure the quality of service. You can generate reports ad hoc, or setup reports to be automatically generated and emailed to you on a fixed schedule.

Powerful Contact Search

Search for contacts on any field within the database, including all custom fields. And, the advanced search view allows you to build and save queries such as "all prospects, where I am the account manager, and are at sales stage 1."

Enlarge Image	The Contact Summary Screen The contact summary page provides selected information about the contact, including status information such as unanswered questions. The layout and content of this page is easily configurable within the iService web-based administration tab. This is an ideal page for integrating with your telephone system for intelligent "screen pops".
Enlarge Image	The Contact Details Screen The contact details screen provides access to all of the contacts properties, such as phone numbers and addresses. These contact properties can be extended to include an unlimited number of additional properties (account number, birthday, etc.). Using the multiple business unit capabilities of iService, access to this information can be easily restricted to support requirements such as HIPAA or PCI.
Enlarge Image	The Contact Subscriptions Screen Sometimes a contact will call or email to request a mailing list change, rather than using the built-in mailing list management features of iService. In these cases, agents have direct access to all of a contact's mailing list and knowledge base article subscriptions.
Enlarge Image	The Contact History Screen Every interaction with your contact, whether on the internet or telephone, will be captured in the contact history tab.
Enlarge Image	Creating Notes, Agent Emails, and Tickets You can quickly add call notes, send agent email and secure messages, and generate work order tickets for the contact.