98
2.1.2
Yokohama, Xanadu, Washington DC, Vancouver
NUcation provides organisations with the ability to centralise their shared service and contact centre operations into a single tool for all of their customer-facing operations. With NUcation your contact centre staff are able to handle enquires from anywhere in your business, from your external customers or your suppliers from a single location. Agents have access to a single source of knowledge for all your internal and external, from FAQ to Policies and can resolve common questions at the source rather than escalate to specialist teams. This leaves your 2nd 3rd line teams more time to handle more complex issues.
In the instances in which your call centre staff are unable to help, Service Central converts their initial support request into a fully-fledged Case for investigation and resolution.
- Initial Contact Record Workspace allows your agents to see a catalog of items to select from, giving them a defined set of fields to work from.
- Case Management allows all of your 2nd and 3rd line resolver groups the ability to see and deal with enquires and break these into defined Action tasks across the organisation.
- Appointment Management allows you to seamlessly manage requests that require a face to face or virtual appointment to resolve an issue directly from the already active case.
- Knowledge allows your agents to access the information required to quickly and easily.
- Staff Central Portal provides your staff with a quick and simple way to provide access to the knowledge and support they need from any department.
Bug fixes
None