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ContactCentre ^sm

System Introduction

The Advantalink ContactCentre ^sm is a complete web contact management system that handles routing customer contacts from your website to the appropriate contact or group of contacts. The web-based submissions are grouped by type, and the user can retrieve messages from those queued based on the type(s) they are authorized to receive. This is a perfect way to route requests to the appropriate sales staff, support staff or department. It does all of this while insuring that contacts are only getting messages when they are ready to work on them, and insures that the oldest requests are handled first.  Additionally,  contacts who are out of town, out sick, or no longer with the company do not receive messages; therefore, no messages go unanswered.

Finally, you now have a complete record of all of your customer requests and the responses that were sent to them.

SupportCentre ^sm is a combination of this ContactCentre ^sm solution and our KnowledgeCentre ^sm that produces an end-to-end customer support system and knowledgebase that will allow you to create new knowledgebase documents as you answer customer support questions. This self-help knowledgebase will allow customers to find answers to questions on their own, thereby reducing the number of customer requests you receive.

Features Summary

General:  Advantalink ContactCentre ^sm gives you an easy web-based system to handle your customer requests, while routing them to the most appropriate person.  Simply understanding the customer support process and the ability to use a WYSIWYG (What You See Is What You Get) Editor is all you need.

Escalation:  Our t hree tier escalation process allows customer requests that need a greater level of expertise or decision making capability to be sent up to the next level of contact staff.

Forwarding: Customer Contacts fielded by one person can be forwarded on to another as needed.

Accountability: ContactCentre ^sm tracks all contacts who handle, escalate and forward each customer request so that everyone is accountable for their actions on the system.

Unlimited Scalability: Each ContactCentre ^sm can have an unlimited number of contact categories, contacts, and customer requests. You are billed for any usage in bandwidth and drive storage beyond the generous initial amount, but everything else is included in one low monthly fee.