Omnichannel communications

Customer Portal

Make the case resolution process transparent to your customers through Customer Portal. It allows customers to manage their user accounts and profiles, and track progress of their case resolution. They can also quickly find relevant articles in the knowledge base to resolve cases without agents’ assistance, which will reduce the load on the Service Desk.

Communication panel

Use bpm’online’s communication panel to make calls and receive messages directly in the system. When handling a call bpm’online service enterprise automatically displays the customer profile so you can instantly access critical data and provide more personalized service. The system also allows setting up the Quick Dial panel.

Email

Manage messages from multiple email boxes in a single unified environment – bpm’online service enterprise. Each email can be linked to the relevant account, case, service agreement or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in bpm’online service enterprise.

Calls

All the tools needed to handle calls more efficiently are available in bpm’online service enterprise. Make and receive calls directly in the system, keep complete call history, and monitor the quality of work of your service agents.

Enterprise Social Network

Enterprise social network (ESN) enables employees to better engage, collaborate, and share information. Sign up for updates from different channels, projects, or contacts. ESN allows users in different departments, business units, and geographies to discuss cases and problems, share best practices, get answers to questions, ‘like’ or comment on posts, thus increasing employee engagement and productivity.

Analytics

Keep track of day-to-day operations and overall service performance with bpm’online. Analyze agents’ productivity based on their tasks, emails and phone calls. All dashboards are easily configurable to track important indicators, such as the number of consultations per request or the average duration of consultations taking into account service type and service agreement.
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