Call Center

The IFS/Call Center™component enables you to effectively provide call center services to your customers for field service or product support. The component enables support agents with a broad view of the client, swift registration of cases, flexible routing with queues or direct dispatch, and rapid search for existing solutions in the built-in knowledge base. Support contracts including Service Levels Agreements (SLAs) are used as a basis for all work. Cases can seamlessly be entered and verified against the customer’s support agreement. Clients can monitor progress through multi-channel interaction via the Internet with the easy-to-use IFS/Personal Portal, or by mail or SMS using IFS/Event Management. Cases are thoroughly tracked, easily hooked up to business object such as equipment, a product or an invoice, and detailed journals can be kept for each step to ensure traceability and compliance. Calls in the queue can be escalated to other individuals for resolution if required. A case can easily be handed over to other business process objects, allowing agent to automatically create and plan service requests or place a customer order. IFS/Call Center also provides support for thorough analytics by bundling a set of prepackaged measures for all parts of the process.