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Installed Software or Hosted Service (SaaS)
The introduction of SmarterTrack 4.x provides organizations the option of dedicated, VPS, or
Shared server installation or to purchase SmarterTrack as a service (SaaS) from SmarterTools Hosted Services.
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Enhanced Ticket Management
SmarterTrack’s industry-leading Ticket system gains Surveys, Get Assist agent support, multiple signatures
with dynamic signature support and enforceable company-wide signatures, the ability to assign Tickets based
upon languages or roles, and more.
Companies with multiple branded divisions or departments can manage all of their customer communications
from a single application. Fully integrated brand support enables companies to customize Tickets, agents,
departments, emails, Knowledge Base articles, Live Chat, and the Portal to increase brand recognition and share resources across brands.
Live Chat gains multi-language translations, transcripts via Web browser, email, or print, real-time
typing, enhanced coaching and co-chat, the assigning of Live Chats by brand and/or language, and more.
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Agent Instant Messaging
SmarterTrack 4.x promotes internal collaboration with the new agent Instant Messenging feature,
which allows agents to instant message each other for assistance, share key information, or attend meetings remotely.
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Get Assistance and Agent Chat Rooms
Agents can now seek out internal expertise from other agents and mangers by using Get Assistance from within
Tickets and Live Chats. Agent Chat Rooms are available to foster productive and rapid collaboration between agents.
Communicate with customers around the world with multi-language portal support for more than 60 different
languages and dialects.
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Real-time Translation of Live Chats
SmarterTrack 4.x also includes real-time translation of Live Chats and the assignment
of Live Chats based upon language in addition to brand.
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Expanded WhosOn Visitor Tracking
WhosOn receives geographic mapping, enhanced events, visitor surveys, Web site visitor
broadcast messaging, configurable attributes, and more.
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Integrated Survey System
Surveys can be launched at the conclusion of chats, upon Ticket closure, or upon virtually any other
event trigger-able with the SamrterTrack system. Agents and departments can be “scored” based upon
survey results, individual survey and detail reports are readily available, and vital business intelligence
can be gathered to help ensure success.
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Performance Optimization
The entire SmarterTrack product has reduced the size of pages, increase browser compatibility, decreased
threads and resources on server, dramatically reduced the number of database calls, and much more.
Literally 100's of new features, fixes, optimizations, and improvements. See the release notes for more information.