FULL RELEASE
One-to-One Service.com Releases iService 3.0
June 25, 2004 – FOR IMMEDIATE RELEASE
Champaign, IL – One-to-One Service.com® announced today the commercial release of version 3.0 of iService®, their award-winning email management and customer relationship management system. iService allows customers to easily find answers to their questions, routes and automatically responds to customer email, and provides a complete view of customer interactions through a simple to use web-based interface.
Version 3.0 significantly extends the functionality of iService with exciting features including:
- Agent Initiated Email – One of the limitations common in email management software is the inability for agents to initiate contact with customers. If agents send email from their personal mailbox, the customer history for those interactions will be lost. iService now allows agents to send individual emails to any customer through its intuitive web interface.
- Tickets – In many companies, trouble tickets and work requests originate from a phone call in addition to email. The attributes of tickets are very similar to email, and can be routed to agents using existing skills and logic used to route email. This approach to managing tickets greatly simplifies configuration and management for support desk personnel.
- Case History – All messages, tickets, and agent notes are now contained within cases to simplify reviewing customer call history.
- Resolving Calls – Agents can now resolve messages without sending a response and enter notes describing how the question or ticket was handled. These notes are stored within the customer’s history for reference purposes.
- and many other enhancements.
"We're very excited about this release of iService, especially the new Agent Interaction Section," said Scott Whitsitt, President and CEO of One-to-One Service.com. "This greatly extends the way agents can interact with their customers. And companies can now utilize a single solution (iService) that typically required several products: CRM, Email Management, Help Desk, and Web-based Self-Help."
About One-to-One Service.comOne-to-One Service.com is a leading provider of web-based email response management and workflow software (iService®) that is easy to implement and enhances each customer interaction. iService routes and manages customer email inquiries, provides a powerful self-help web site, and captures a complete history of every customer interaction whether online or offline. iService is available as an on-demand or on-premise solution and is easily customizable to integrate with your existing web site.
Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at www.1to1service.com.
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iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.
For more information contact:
Scott Whitsitt
One-to-One Service.com
(217) 398-6245, ext. 121