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Бизнес аналитика Pentaho Terrasoft Коммуникационные решения Webitel Сервис тестирования персонала eTest.kz Европейский банк реконструкции и развития (ЕБРР)
 

Service Desk solutions / Customer service

Based on service-oriented architecture (SOA), the bpm'online platform allows you the flexibility of creating your own customized Service Desk tool. Once configured to your exact needs, the application is easy-to-customize and intuitive for both administrators and end users.

 


Account and contact management

Create a single database of all accounts and contacts you work with. Use bpm’online customer service to keep record of contact data, addresses with map view capability, service history, social media profiles, corporate structure and more. Build a 360-degree view of your customers to provide them better service.

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Customer segmentation

Segment customers by various parameters to improve communications and build stronger relationships. Bpm’online customer service allows building custom segments by industry, revenue, service level, customer preferences or any other parameter you choose. Use dynamic segments, which are filled automatically based on the set parameters. For example, you can filter all the accounts, that you have not contacted for a month or more.


Service history

Build relationships with customers based on a complete history of your communication. Bpm'online sales keeps track of every interaction with an account or contact, including meetings and calls, contracts, orders and invoices. This enables you to evaluate the progress of your relationships, change your approach to achieve better res.

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Data enrichment through social media

Use bpm'online sales pre-built social media integration features to enrich customer profiles with additional data from Facebook and Twitter. Get various customer information from social networks with the click of a mouse.


Customer database analytics

Control and improve customer service processes by analyzing your customer database. Keep track of various indicators including number of requests by period /request frequency and most popular services. Adjust the dashboards according to your needs to get precise analytical data.

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Email

Manage messages from all your email boxes in a single unified environment – bpm’online customer service. Each email can be linked to the relevant account, case or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in bpm’online customer service.


Calls

Make and receive calls directly in the system. Keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers. Use these features to track key indicators on calls and evaluate performance of your service agents. To automate call management use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom, ZyXel. What is more, the system enables free calls between all the users of the bpm'online application.


Customer portal

Provide your customers with comprehensive self-service capabilities and 24x7 access to their case history and knowledge base. The portal can be used to submit cases, track progress toward a resolution and give timely feedback on service quality. With bpm’online customer portal, your customers will always be up to date with company news and new services. They can also search for solutions in the public knowledge base.


Enterprise social network

Enterprise social network (ESN) enables employees to better engage, collaborate, and share information. Sign up for updates from different channels, projects, or contacts. ESN allows users in different departments, business units, and geographies to discuss cases and solutions, share best practices, get answers to questions, ‘like’ or comment on posts, thus increasing employee engagement and productivity.

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Agent home

Manage your daily tasks more effectively using a pre-configured single window interface. Agent home allows agents to easily manage request queues, perform bulk communications, share the information via ESN and monitor their own performance in a single window interface.


Queue management

Control and manage inbound and outbound communications easily with bpm’online customer engagement center. Use queue configuration tool to plan case resolution, set queue parameters, define priorities and assign the agents.


Unified case database

Accumulate all cases from your customers and partners in one section of the system. In bpm’online customer service you can classify the cases by type: incidents, service requests, advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution and manage communications during case resolution.


Best practice service processes

Manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service. The processes guide agents though the most effective actions required to successfully resolve cases. The process triggers notifications and alerts, and enables control over case resolution deadlines.


Tasks and calendar

Plan your work, tasks and meetings in your calendar within bpm'online sales. Create personal or group tasks linked to contacts, opportunities or documents. Synchronize your tasks and calendar with Google Calendar and Microsoft Exchange. Get notifications and reminders in a notification panel.

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Case history

Manage the complete case history in bpm’online customer service. Track case resolution activities, emails, calls, and knowledge base articles used for resolution.


Analytics

Take advantage of comprehensive dashboards to analyze the effectiveness of case resolution and service process efficiency. With bpm’online customer service analytic tools, you can control customer satisfaction levels, percentage of overdue cases, and service staff efficiency.


Knowledge base

Accumulate the knowledge of your company in a unified knowledge base. By using knowledge base articles you will be able to resolve cases in a more timely manner, ensuring high quality of service for your clients and partners.

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Article search

When working on case resolution use advanced search capabilities of the knowledge base. Define article categories, keywords and tags, service types, most popular solutions and instructions.


Knowledge base management

Keep the knowledge base up-to-date. Enable your agents to rate articles, post comments and regularly update articles. Track all changes and updates, as well as the frequency of knowledge base usage.


Unified service catalogue

Create a unified database of services to facilitate the work of your service agents. An up-to-date and complete service catalogue will help you regulate service processes and offer clients services relevant to them.


Service categories and priority management

Manage service categories, setup service calendars and regulate resolution deadlines for each service. Identify the services with the highest priorities and track case histories for these services.


Visual process designer

Automate key business processes using a powerful yet simple visual process designer. Model processes in BPMN using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services.

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Process library

Automate any customer service processes – from case management to problem resolution. Best practice processes are already built in the system, but they also can be easily modified to fit any specific service model.


Process monitoring and analytics

Keep track of any process metrics (duration, average time of running, maximum and minimum values, etc.) and view them from different angles (agents, support lines, services, etc.). Visualize data using dashboards, identify and eliminate bottlenecks in your processes with the help of process log.

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MS Exchange integration

Enjoy seamless integration with Microsoft Exchange to simplify the processes of synchronizing email, contacts, and tasks. You can adjust synchronization frequency (daily, hourly or more frequent) and always have all the relevant data on hand.


Google integration

Synchronize emails, calendar and contacts with your Google account. Two-way integration allows you not to switch between applications to send email or manage your calendar.


Mail integration via IMAP / SMTP

Keep the entire history of electronic communications with the client in bpm'online sales, regardless of the mail provider. Send and receive email without leaving the application.


User customization

Customize bpm'online sales to fit the unique business needs and requirements. Easily rearrange, add and remove lookups, data fields and entire pages. The application provides wizards and designers for objects, pages and processes. Use these tools to change the data views or business logics without programming.


User roles and access rights

In bpm'online sales you can easily manage access rights of users and groups. Grant or deny access to individual records or groups of records, as well as specify which sections are available to certain user roles.

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Activity log

The activity log keeps the record of all operations with critical data and allows to quickly retrieve information, or to understand the chronology of events in the system: what was done, by whom and when.

 



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