| WhosOn |
| *NEW* WhosOn Surveys |  | | |
| *NEW* World Geographic Density Map | | | |
| *NEW* Filter visitors by brand. Page, or any available attributes | | | |
| *NEW* Advanced visitor and session display in preview pane | | | |
| Live monitoring of users on Web site | | | |
| Integrated with Live Chat for pushing and inviting of Live Chats | | | |
| Filtering of users on Web site | | | |
| Integrated with Events system for automated actions | | | |
| Tickets |
| *NEW* "Get Assistance" feature for agents | | | |
| *NEW* Ticket surveys | | | |
| *NEW* Tickets assigned to agents brand and/or language | | | |
| *NEW* Filter canned replies by language | | | |
| *NEW* Force complete custom fields (agents only) | | | |
| *NEW* Enforceable company-wide signature standard | | | |
| *NEW* Multiple user defined signatures per agent | | | |
| *NEW* Dynamic signature attributes by brand, language, and more | | | |
| Cross-associate Tickets and Live Chats | | | |
| Agent responses by email | | | |
| Define custom fields for Tickets | | | |
| Advanced Distribution via Cherry Picking. Round Robin, and Service Oriented | | | |
| Automatic and manual rebalancing of Ticket workload | | | |
| Auto-suggest relative Tickets | | | |
| Auto-suggest relative KB articles | | | |
| Comments and resolutions | | | |
| View / search Ticket history | | | |
| Intelligent Ticket routing | | | |
| Canned replies | | | |
| Transfer Tickets (to agents, departments, and groups) | | | |
| Advanced Ticket searching | | | |
| Live Chat |
| *NEW* "Get Assistance" feature for agents | | | |
| *NEW* Live Chat surveys | | | |
| *NEW* Live Chats assigned by Brand and/or language | | | |
| *NEW* Auto Translation across agent and customer side in over 35 languages | | | |
| *NEW* Agent Chat rooms | | | |
| *NEW* Simultaneous Live Chats and Agent Instant Messaging | | | |
| *NEW* Live Chat surveys | | | |
| *NEW* Real-time customer typing | | | |
| *NEW* Force complete custom fields (agents only) | | | |
| Away From Keyboard (AFK) options | | | |
| Automatic agent failover | | | |
| Co-chat with other agents | | | |
| Google Maps and Microsoft Virtual Earth integration | | | |
| Define custom fields for chats | | | |
| Manage chat queues | | | |
| Audible and visual alerts | | | |
| Chat idle time warning levels | | | |
| Administrator participation without transfer (coaching) | | | |
| Suggest relative KB articles | | | |
| Handle chats inline or as a popup | | | |
| Support for alternate agent avatars and identities (aliases) | | | |
| View / search chat history | | | |
| Advanced Live Chat searching | | | |
| Transfer chats (to agents, departments, and groups) | | | |
| Automated responses | | | |
| Multiple chat session support | | | |
| Events and Notifications |
| *NEW* Assign actions to monitored survey results | | | |
| *NEW* Launch Survey from Events | | | |
| Compatible with SmarterNotify real-time notifications | | | |
| Event-driven architecture | | | |
| Notification profiles | | | |
| Assign actions to events (e.g. transfers, escalations, notifications) | | | |
| Service Level Agreement (SLA) compatible | | | |
| Reporting |
| *NEW* Added reports for agent and department performance | | | |
| *NEW* Survey Reports | | | |
| *NEW* Multiple Event Reports | | | |
| *NEW* Survey Reports by agent, department, or group | | | |
| STReportingFramework | | | |
| Summary reports (17 system and 18 agent) | | | |
| Trend reports (26 system and 18 agent) | | | |
| Define report favorites | | | |
| Scheduled and on-demand email reports | | | |
| Define custom reports | | | |
| Export reports to CSV and TAB formats | | | |
| View Cost Analysis reports | | | |
| View custom field reports | | | |
| Administration |
| *NEW* Multiple Brand Support | | | |
| *NEW* Monitor Live Chat rooms | | | |
| *NEW* Monitor and review individual surveys | | | |
| *NEW* Assign departments to a specific language | | | |
| *NEW* Assign departments and agents to specific brands | | | |
| *NEW* Agent Roles system | | | |
| Hidden departments | | | |
| Automate escalation with events | | | |
| Quality control | | | |
| Database optimized for large volumes | | | |
| Supervisor monitoring | | | |
| Real-time monitoring of Tickets | | | |
| Live monitoring of chats | | | |
| Define company structure | | | |
| Optional external providers | | | |
| Installation |
| *NEW* Hosted service option (SaaS) | | | |
| VPS server installation option | | | |
| Shared server installation option | | | |
| Native web server included | | | |
| Internet Information Server (IIS) 6.0+ supported / recommended | | | |
| Stand-alone install included | | | |
| Compatible with shared hosting environments | | | |
| Supports MySQL Server 5.0 and higher | | | |
| Supports SQL Server 2005 and higher | | | |
| Implementation in Microsoft .Net 3.5 | | | |
| Knowledge Base |
| *NEW* Organize KB articles and news items by brand | | | |
| Embed document links (attachments) in KB articles and news items | | | |
| Embed flash files (.swf) in KB articles and news items | | | |
| Embed images in KB articles and news items | | | |
| Embed media files in KB articles and news items | | | |
| HTML tag stripping tool | | | |
| Code block auto-format | | | |
| Set stale dates for articles | | | |
| View unsuccessful queries | | | |
| Edit multiple KB articles concurrently | | | |
| Mark as reviewed | | | |
| Mark as needs to be reviewed | | | |
| View statistics of an article | | | |
| Extensibility |
| *NEW* External Providers with customer fields | | | |
| Define custom fields for Live Chats and Tickets | | | |
| Link to third-party databases via external providers | | | |
| Authenticate customer and agent logins via third-party sources | | | |
| Create canned replies for common questions/incidents | | | |
| Web services allow for integration into other applications | | | |
| Web Interface |
| *NEW* Updated controls improve page loading and browser compatibility | | | |
| STInterfaceFramework (standardized skinning and elegant navigation) | | | |
| Optimized AJAX controls provide desktop application performance | | | |
| Multi-language compatible | | | |
| Extensive use of snapping panes | | | |
| AJAX spell-check | | | |
| Rich text editing | | | |