Service Desk Enterprise By Parature
Comprehensive tools for managing IT and customer support
Provide quality support for your customers with an enterprise-strength service desk solution designed especially for large business. Unleash the full potential of your service agents with a dynamic customer support solution. Keep them focused on customer and business needs by effectively handling large volumes of incoming service requests. Improve productivity and customer satisfaction by combining leading service desk functionality with world-class collaboration with Service Desk Enterprise by Parature.
Overview
Improve the speed and quality of service, as you reduce the number of calls
Give your employees and customers the flexibility to submit requests for service through email or the web at any time. Reduce your volume of support requests. Make it easy for users to access critical information via a fully searchable self-service knowledge base. Keep customers updated on the status of their service requests with automatic email notifications.
Gain easier, faster access to information
Consolidate support requests in a centralized repository from wherever they originate. Track, route, and manage end user support. Distribute service requests to resolve them efficiently. Improve decision making with detailed management reports. Justify infrastructure investments, cut costs, and quantify achievements.
Parature is on the WebEx Connect Grid
WebEx Connect brings together leading business process applications with WebEx collaborative applications, making truly innovative solutions available to you, on-demand. Take advantage of the combined expertise and support of WebEx and Parature to streamline your business activities and accelerate your growth. Learn more at www.webexconnect.com.
Features
Activity Management (eActivity)
• Set up task assignments, meetings, and schedule reminders.
• Encourage teamwork among service agents by giving individuals the ability to assign tasks for other team members.
Document Management (eDownload)
• Offer users the ability to attach images or videos to their tickets. • Record entire email conversations relevant to individual Incidents and Work Orders.
Forum Management (eForum)
• Set up multiple discussion forums to support the needs of different users. • Highlight key topics. • Maintain quality of discussion topics by auditing all forum entries.
Incident Management (eTicket)
• Streamline complex processes to resolve issues quickly. • Maintain rapid response times by tracking time spent resolving each ticket. • Inform users of ticket status automatically through a support portal.
Knowledge Management (eKnowledge)
• Reduce inbound requests with a self-service knowledge base. • Keep users up to date using automated subscription management.
Product Management (eProduct)
• Link support tickets with products to determine appropriate support levels. • View all products or services owned by any customer or account. • Set service request permissions based on product ownership.
Relationship Management (eContact)
• Encapsulate all support activities in a dashboard view for each account, including a full record of tickets, emails, notes, call logs, and more. • Keep users informed with automated email notification.
Report Management (eReport)
• Track the tickets team members are assigned, working, and backlogged. • Sort information and summarize statistics based on specific groups of data.
Self-Service Portal (ePortal)
• Create public portals for users to access, and private portals for service agents. • Take advantage of web-based self-service, including call status, and comprehensive search and knowledge base functionality.
Survey Management (eSurvey)
• Create customized online surveys by selecting from several designs, multiple question types, and sample questions. • Export survey data to Microsoft Excel™ or your own analysis tool. • Set up customized rules and distribute surveys automatically.
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