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.

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%.