CALL CENTER

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Data Sheet

Call Centers today, despite much new software architecture often are still left with a myriad of systems required to provide supporting infrastructure for the needs of their clients. This often means that the Call Center itself may need to invest in various components in order to facilitate a similar environment their client may already have in place for supporting their direct customers.

The impact for Call Center IT organizations supporting these various systems is difficult for many reasons and often entails a very expensive plan for disaster recovery. This often leads to the Call Center client spending inordinate amounts of time assisting with setup issues, leading to frustration, unanticipated costs, and lost time-to-market.

Support Fusion's solution for Call Centers provides a tiered architecture that enables Call Centers to deploy unlimited support "silos" that function independently for each company within a single heterogeneous system, enabling Call Center staff to route, manage, and report on customer-related data while protecting the information from visibility and access by other support silos.

Support Fusion's Call Center Management solution enables Call Centers to:

• Generate revenue by selling tiered support silos and features to Call Center clients.
• Offer knowledgebase and self-service features for client's direct customers.
• Provide a single-source engine for customer escalations, reducing the need to manage multiple, disparate support infrastructure(s).
• Auto-escalate time sensitive business processes that require immediate attention.
• Create status scheduled status alerts when business processes obtain certain statuses.