Extend the Possibilities

The SmarterTrack event-driven architecture is an ideal platform to create a virtually unlimited number of notifications and actions based upon a virtually unlimited number of triggering event combinations—making it possible to automatically escalate, notify, and manage customer service functions and to distribute notifications and important information within workgroups and across enterprise organizations.

This industry-leading Event system makes it possible to:

• Use automation to establish and manage custom service level agreement (SLA) policies.
• Automatically escalate Live Chats and Tickets based upon a specific user, domain, time, product reference, and so much more.
• 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 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 new agents 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 reminders, through SMS messaging, and directly to a user's desktop via SmarterNotify. 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.

Compatibility with SmarterNotify

SmarterTrack’s events system is fully compatible with SmarterNotify, an easy-to-use Windows-based notification utility that sends notifications directly to a user’s desktop. Many users will find that using SmarterTrack in conjunction with SmarterNotify will free up their workspace because there will no longer be a need to keep the SmarterTrack Web application open to receive event notifications from SmarterTrack.