Web 2.0 Email Response Automation and Customer Email Support for the Service Desk

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. 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%.	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. 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.

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.

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%.

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.

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.

Web 2.0 ITIL Service Management, Help Desk and Support Software

Automation

Business Metrics

Help Desk Software, Web 2.0 Helpdesk, ITIL, Java and J2EE Customer Service and Support Software