Workflow Management Software, Workflow Software

By: Customer1  09-12-2011
Keywords: Workflow Management, Service Level Agreements

Customer1’s workflow management software ensures issues are resolved on time and effectively. Define the process around which issues are escalated and routed based on your business rules and requirements. Ensure service levels are met while automatically providing status updates to customers as issues move toward resolution.

Optimize the level of service you provide by streamlining how issues get routed throughout your support organization.


  • Escalate issues that can’t be resolved on the first interaction;
  • Resolve issues quickly and efficiently;
  • Ensure service level agreements are honoured.


  • Automatically escalate and route issues to appropriate agents and second-level support based on business rules and parameters;
  • Business clock to manage service level agreements for specific issues and departments;
  • Associate issues with different colours, depending on their priority and status against service level agreements, making them easier to track.

Keywords: Service Level Agreements, Workflow Management

Other products and services from Customer1


Customer Support Solutions | Customer1

As suite solutions continue to expand in scope, they layer-on additional complexity for users, managers and administrators.


Self-Service Software, Customer Self-Service Portal

Users can search for the information they need in the knowledge base and submit service requests, as well as view and update any previous requests. Increased agent productivity through the reduction of repetitive inquiries into the contact centre. Giving customers the ability to resolve their own issues by searching through the knowledge base. Real-time communication between agents and customers on specific issues.


Issue Management Software, Issue Tracking Software

Issues that cannot be resolved on first interaction are escalated based on workflow management rules you define. Complete history of activity for each customer and issue lets you track your issue resolution performance. An integrated knowledge base helps agents find the best solution for each issue. Define issue escalation and routing processes to resolve issues faster.


Professional Services | Customer1

Business needs analysis and requirements;• Business process mapping and optimization;• Define project plan and assign managers, resources;• Set up milestones and measures of project success. With a solution designed to make deployment and training easy, we measure implementations in weeks and training time in hours, ensuring your support system is up and running quickly.


Knowledge Base Software, Knowledge Base Management System

The knowledge base also drives the self-service portal, providing 24-7 access for your customers and allowing them to browse and resolve inquiries themselves. Our knowledge base software provides your agents and customers with access to the answers they require to resolve support issues quickly. It also minimizes ramp-up time for new agents, reducing the amount of training required to hours, not days.