CONTACT MANAGEMENT
As a call center it is paramount to have a clean database of contacts. ServiceDesk provides an easy to use system of looking up existing contacts, creating new contacts when an existing one cannot be found, and accessing the details of contacts in the Contact Communication Center (CCC). When an agent is accessing the CCC, there is a header bar that provides access to the contact’s details while navigating throughout the system. This makes sure that returning to the contact is just a click away and no new tabs have to be opened.
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| Free | Bronze | Silver | Gold | |
|---|---|---|---|---|
| Inbound and Outbound Call Management | ||||
| Contact Management | ||||
| Contact Activity/Interaction Recording | ||||
| Pinned Callbacks & Escalations | ||||
| Multi-customer/multi-department support | ||||
| Escalation management | ||||
| Escalation Notifications | ||||
| Phone system integration | ||||
| Call dispositions with triggered actions | ||||
| Automatic callback creation | ||||
| Document repository | ||||
| Online chat system | ||||
| Multiple call center support | ||||
| Lead creation from external forms | ||||
| Questions & Answers | ||||
| Detailed Reporting |