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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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Indition ServiceDesk Features List

StandardEnterprise
PricingPer UserPer User
Inbound and Outbound Call Management
Inbound and Outbound Email Communication
Inbound and Outbound SMS Communication*
Online Chat with Bots
Facebook Messenger Integration
WhatsApp Messenger Integration
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 & asset repository
Multiple call center support
Lead creation from external forms
Public Knowledge Base
Private Knowledge Base
Questions & Answers
Agent Info Center
Detailed Reporting
Custom Development / Extended Functionality
Single Sign-On
HIPAA Compliant
*Additional usage fees apply