A great interface + enterprise collaboration
iService® makes it easy for your agents to be successful. Stay on top of the conversation with our agent workspace and collaboration features.
Dedicated Agent Workspace
My Work Queues= efficiency
Your agents have direct access to every assigned interaction and follow up task in the My Work Queues agent workspace.
Custom Agent Interfaces
Present the right interface at the right time based on the type of interaction. For example, offer your agents a quoting interface when the customer asks for pricing.
Direct access to work in progress
See contentas it's developing
See your queues in real-time, modify assignments, and drill-down into the content of any interaction with the Manage Messages and Manage Chats pages.
Collaborate
Spawn new ticketsand collaborate
Every interaction includes quick actions for creating new tickets, adding notes, or reaching out directly to your contact.
Real case status
Know conversation statusinstantly
The iService case view displays status for the overall conversation … not just one interaction. If any question within a case is unanswered, you know immediately.