PowerHelp for Contact Center

PowerHelp for Contact Center allows for any external service center, customer service, service provider, or human resources environment to dynamically manage information.

When you are streamlining any type of support, the quality of support you deliver has a direct impact on the effectiveness, profitability, and success of your organization. A service management strategy that focuses on delivering superior service support will increase productivity, improve overall satisfaction, and ultimately reduce costs.

PowerHelp for Contact Center combines VSI’s 20 years of customer support experience with next-generation, web-based technology.

With its open platform, PowerHelp for Contact Center can enable a contact center to combine various contact channels from different vendors and technology into a single view.

Managing multiple contact touch points including telephone, chat, email, wireless messaging, fax, Voice over IP (VoIP), and web collaboration with the ability to provide seamless support that carries across all touch points enables an organization to differentiate itself from its competition.

PowerHelp Contact Center Features

• Increased productivity with a 100% web based platform for access anywhere, anytime
• Improved response times by quickly accessing live data and history
• Improved quality by viewing customer trending information with Business Intelligence and Analytics
• Improve CSR effectiveness and reduce turnover
• Visual Alerts to enhance data drill capabilities - quick data access
• Generate additional revenue with complete, centralized view of customer and contact data
• Increased customer satisfaction by surveying customers via Customer Surveys

Out of the Box Functionality: Incident / Work Order Management Escalation / SLA Management Workflow and Process Management Business Rules Logic • Business Intelligence & Analytics Reporting Asset Management Multiple "Portal" or "Dashboard" Views Dynamic Work Queues System Administrator Console Email Management & Routing Maintenance Tracking

Add On Modules: Laptop, Blackberry, and Pocket PC Mobile Options Training and Event Management Contract Revenue Recognition Knowledge Management Customer Self Service Portal Service Projects Contract and Warranty Management Customer Surveys Active Directory Integration Single Sign On MS Exchange Integration Telephony Integration (CTI)