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LiveTime
Help Desk |
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Automation |
Closed-Loop Email
Automation
LiveTime's closed-loop email
automation enables organizations
to handle the ever increasing
volume of customer email
inquiries and requests. By
brokering the entire transaction
between the customer and the
service representative, LiveTime
is able to create and update
requests entirely through email.
This also includes the ability
to generate a detailed audit
trail of activity.
Incoming emails are profiled,
extracted and routed
automatically with sophisticated
auto response generation. Email
extraction appends all inline
graphics, attachments and
replies to every request and
updates all search indexes
appropriately. |
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LiveTime can automatically route
calls to specific customer
service representatives or
service request teams for
integration into existing
application and network
monitoring suites. LiveTime can
even send surveys at the
completion of each request for
total quality assurance.
Email automation contributes
significant cost savings to
email handling, whilst providing
a complete audit trail of
operations and comprehensive
reporting and feedback to
management.
Auto escalation
LiveTime can sustain an
unlimited number of escalation
pathways. Any number of service
levels appropriate for your
organization or support
environment can be defined, with
cases being escalated on the
basis of severity and, or time
frames.
The powerful escalation engine
automatically directs cases to
the most appropriate technician
based on team, case load and
problem type. This eliminates
manual case allocation and
decreases problem resolution
time by more than 30%. |
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Business Metrics
The most innovative enterprises
understand clearly and quickly
how well its business is
performing. Unfortunately, most
companies have this information
locked away in databases and the
intellectual capital of
employees. |
Crucial for success is to unlock
this knowledge and deliver
real-time access to corporate
data and key performance
indicators. This enables
management to determine facts
such as the number of requests
that have been escalated, the
cost of each request and the
efficiency of each technician.
Tools should provide instant
access to extensive reports such
as performance and service
costs. With the right tools,
companies always know how they
are performing, and which
technicians and departments are
in need of extra assistance.
Reports that can be delivered
through various graphical
displays or dashboards or
customized for use in different
parts of the enterprise are
advantageous, as real-time
access to such vital information
allows an organization to react
quickly to changing
circumstances and implement the
most appropriate strategies
across the entire enterprise.
Ultimately, this leads
substantial long term savings
with Return on Investment
achieved in as little as 3
months.
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Scheduled Reporting
In addition to the reports
already built-in, LiveTime also
provides full unattended
reporting for both Technicians
and Supervisors. Using the
automated scheduler, the
frequency with which reports are
delivered can be specified.
Reports are then generated as
PDF files and sent via email as
scheduled.
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