Approvals
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Report
Scheduler
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Approvals are for streamlining and securing the
process of finalizing Payments, Cases, Issues, Requirements,
Accounts and Contracts. Through this new object , records cab be
shared with reporting managers for their review and
confirmation.
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Administrators can now efficiently send specific reports to all
the relevant stakeholders at a scheduled time. This new feature
will ensure security of data and provide real-time insights for
daily activities related to important records for top management
too.
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SLA
Management
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DNC
Configuration
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Service Level Agreements (SLAs) ensure your
organization's customer service is closing Cases and service
requests before carefully designed deadlines to ensure customer
satisfaction. Multiple customization options provide a variety of
ways to configure a suitable SLA.
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As new DND (do not disturb) policies are enforced worldwide for
contacts, it is important to avoid mistakes. This new feature
allows administrators to select applicable DNC time periods for
Leads, Accounts and Contacts.
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Widget
Configuration
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Manage Alert
Rules
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Search and Validation control options have been
introduced to create customized searches for object home pages and
allow access to create or view records on the basis of validations
using qualification scores.
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Multiple custom alerts have been consolidated into a single tool
with new Help and Highlight features. Help, Notification, Highlight
and Validation alerts can be configured through the Manage Alert
Rules option in the Toolbox to ensure accuracy of customer data as
per your organization's requirements.
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Payments
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Call Scripts
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Payments are itemized details of goods or services
with their prices and terms for your organization's Accounts.
Multiple Payments can be sent simultaneously and tracked to ensure
efficient follow-ups after approval by respective
Users.
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Our new Call Script wizard allows Users to enter answers
manually or as per options displayed and create activities during
execution. Customers' details are auto-populated when executing a
call and their scores are calculated by the scoring engine.
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Social Connect
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Outlook
Integration
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This collaborative platform allows you to pull
information from popular social networks. Create and map relevant
sales or service fields to Leads/ Cases.
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Multiple plugin options are available - Outlook integration has
been upgraded for Outlook 2007 and Windows 7.
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CTI
Integration
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Email
Syndication
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Perform every function of a customer response call center with
CTI Integration. It enables auto-population of contact information
for all incoming calls, plus reduces response and service time.
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The application now has a new feature to map rule keywords to
Email subjects or details or both and the 'From' of a sent mail to
the last name of the lead. Independent Email Management service has
been introduced helps to reduce load and make it more scalable.
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Knowledge
Management
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Training and
Feedback
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Share data and URLs with colleagues.
Avoid sharing content with everybody and keep track of changes to
existing versions. Subscribe to Workspaces, Content,
Tags and Authors. An alert will be generated every time there is an
updation.
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Use Training and feedback for managing and holding trainings.
The new offering has three kinds of training schedules that can be
held - classroom, e-learning and video. The User can upload
training in various modules and select participants for them.
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SMS Short Code
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Advanced
Forecasting
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Create customized responses for captured Leads and Cases from
incoming messages and specify parameters for reference mapping, if
required. Set notification settings for succesful or failed
incoming SMS messages.
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Forecasts are for comparing the assigned Quotas,
pipeline and won opportunities for Users, teams and roles. The new
UI makes it easier to view the data for specific time periods and
Users. Recalculate option has
been added to update a Forecast in
real-time.
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