Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows
Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management
Provide workflows to create and escalate issues related to risks and requests
Integrations
Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability
Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took
Compliance (4)
Policies and Controls
Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance
Ensures user access management, data lineage, and data encryption
Compliance
Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing
Perform ad-hoc or ongoing IT audits at different levels of the company.
Data Security (4)
Risk Data Attributes
Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport
Protects data with some form of encryption as it leaves your secure or local network.
Access Management
Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication
Requires a second level of authentication, such as sms messaging or customized tokens, to access data.
Quality Assurance (3)
Evaluation
Provides tools for evaluating customer interactions
Calibration
Offers features for maintaining fair and consistent scoring
Reports
Generates quality and performance reports
Engagement (3)
Feedback
Tools for providing personalized feedback and coaching sessions
Dashboards
Provides a centralized dashboard for agents to view their scores and feedback
Training
Tools for educating and training agents
Performance (2)
Integrations
Integrates with other customer service or CRM software
Compliance
Helps ensure customer privacy and data protection
Knowledge Management (3)
Knowledge Base
Enables the creation of an internal repository of knowledge articles
Publishing Workflows
Provides workflows for writing, editing, approving, and publishing knowledge article content
Analytics
Helps users understand which knowledge articles are working and identifies areas of improvement
Customer Support (3)
Intelligent Search
Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query
Suggestions
Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees
Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues
Generative AI (4)
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Summarization
Condenses long documents or text into a brief summary.
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