| 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 |  |  |  |