Capture and View 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 Email From Within Contact Management
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. While email is often the preferred communication channel for customers, it 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 Work orders
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.