• Support Suite provides you with the tools needed to quickly set up a seamlessly integrated, coherent support platform, saving you and your business time and money, decrease your response times and increase the efficiency of your online operation..

• Manage your entire support operation, e-mail correspondence from multiple sources and multiple support desk front-ends from a single system..

• Support Suite offers true integrated Multi-Channel solution  allowing you to manage your emails, online issues, chats, self service and issues received by phone. The entire system has been designed to improve productivity and provide seamless integration between all the available modules. With rich AJAX based interface you can be assured that your client issues are not only handled in a timely but efficient manner. Some key features of the product include:

• AJAX based Rich User Interface

• Active Directory & Microsoft® Outlook® (integration)

• View Share feature allowing you to guide your clients in real-time

• SLA's, Work Schedules and Escalations

• Detailed Reports and Analytics

• Teamwork module allowing you to create shared Events, Contacts and Tasks

• ITIL Standard

Who are the users ?

• Administrators

• This group is responsible for data entry and revisions on vital data for system operations

• Staff

• These user groups use the system to interact with the tickets.

• Customers

• In such case customers are Employees contacting the support center. They can have access to the system or just be an email based user group.

• High level management

• High level managers will be able to obtain detailed and summarized reports about aspect of the operations within the 4 initial reports provided with the system. Also will be able to view and monitor daily operations by the minute

Features

• Ticketed support and email management.

• Live Chat, visitor engagement and visitor monitoring.

• Self help resources.

• Content publishing.

• Team working and task management.