Extend the Possibilities

Experience the power of SmarterTrack’s industry-leading Event-driven architecture as it frees your organization from restrictions found in competing products. SmarterTrack allows organizations to use event items to trigger an unlimited number of possible actions and notifications. For the first time, a fully event-driven Customer Service solution has been created—making it possible to automatically escalate, notify, and manage customer service functions and so much more.

• Use automation to establish and manage custom service level agreement (SLA) policies.
• Establish notification profiles to deliver relevant and actionable information to related teams and subject matter experts (SMEs).
• Ensure quality and customer satisfaction by creating QC-related events based upon time and/or content.

Automated Actions

Events can be configured to perform important automated actions to speed information delivery or streamline operations. For example:

• Secondary groups or individual agents can be added when load or wait times exceed company standards—automatically bringing fresh resources to where they are needed most and balancing workload.
• Tickets can be automatically escalated when the number of responses or idle time reach certain parameters—ensuring quality performance.
• Automatically transfer a Ticket based upon keywords or based upon domain—so that one agent or group develops a relationship with a customer segment.
• There is no limit to the possibilities the events system can be configured upon.

Notifications

Alerts can be sent via email, on screen pop-up reminder, and/or SMS messaging. Imagine being able to:

• Know instantly when certain keywords are entered into a Ticket (e.g. “system down,” “quote,” “virus”).
• Identify if an important customer has contacted your sales or support team.
• Be notified when sales and/or support load is going up.
• Receive an email if wait-time exceeds company standards.
• Limitless possibilities.