gistics RESPONSE Reviewer s Guide 2015

Transcription

1 gistics RESPONSE Reviewer s Guide 2015 With customizable rules, communications history, ease of integration into other corporate systems, and a powerful reporting engine, companies using topia s gistics RESPONSE can feel confident knowing their s are not being lost, avoided, forgotten, or mismanaged.

2 TABLE OF CONTENTS What You Can Do With gistics RESPONSE... 2 How It Works... 3 Features Overview... 4 Integration With Standard Programs... 4 Communication History Reporting... 5 Automatic Message Assignment... 5 Standard Responses... 5 Message Editing Support... 6 Advanced Features... 7 Workforce Management Integration... 7 Historical Archiving... 7 Custom JavaScript Actions gistics RESPONSE Web Service... 7 System Requirements gistics RESPONSE Server gistics RESPONSE Admin (used to administer the server) Clients Supported... 8 Pricing Details... 9 The topia Solution Fits a Wide Range of Client Requirements... 9 Solution Pricing Factors topia Support

3 WHAT YOU CAN DO WITH GISTICS RESPONSE 1. Use a team-oriented "Group Mailbox" methodology of management to get more done in much less time. 2. Use standard responses to reply to commonly-asked questions in a fraction of the time. 3. Automate workflow using business rules to get s to the correct agents instantly. 4. Find past s in seconds with exclusive message find feature. 5. Keep up to date on company, group mailbox, and agent performance with reporting. 6. Keep s in sync with CRM solutions via gistics RESPONSE s integration tools. 7. Protect your company by archiving all customer interactions, without impacting day to day performance. I'm really very satisfied with the product it's really made the management of our correspondences that much easier. As the volume of we receive from customers has grown, we ve needed the efficiency of a group mailbox system that allows for our responses to have a personal touch. The ability for our agents to be directly assigned s from the group mailboxes in gistics RESPONSE allows us to do this. Bonnie Svoboda Order Services Manager Follett Higher Education Group Mr. Pavel Shvartsman President and CEO Optics Planet 2

4 HOW IT WORKS FOR A FULL PRODUCT TOUR, CLICK ON THE TAKE A TOUR ICON: 3

5 FEATURES OVERVIEW INTEGRATION WITH STANDARD PROGRAMS With gistics RESPONSE, agents can continue to use Outlook 2013, 2010, 2007 or Minimal training time is needed, and no proprietary mail client software is required. COMMUNICATION HISTORY Quickly look up the entire history of a message with the gistics RESPONSE Find Messages function. Get the customer information you need, when you need it: Right away. 4

6 REPORTING gistics RESPONSE Reporting lets you keep up to date on company, group mailbox, and agent performance. Don t guess how you are performing; know how you are performing and take your customer service to the next level. AUTOMATIC MESSAGE ASSIGNMENT With gistics RESPONSE Automatic Message Assignment, messages can be distributed based on a round robin or load balanced assignment scheme. Get important s to agents as quickly as possible, with no human message handling time. STANDARD RESPONSES Use gistics RESPONSE s standard responses to instantly reply to incoming messages with or without user intervention. Productivity, accuracy and consistency are optimized, and compliance with corporate policies is maintained. 5

7 MESSAGE EDITING SUPPORT Users can change the subject or body of any received message, right in Outlook. You can use this ability to add tracking numbers from other systems, brief comments, etc. The gistics RESPONSE system administrator controls whether this feature is available to users or not. In the example below, everything in parentheses has been added after the message was received. Before editing. After editing. 6

8 ADVANCED FEATURES WORKFORCE MANAGEMENT INTEGRATION topia offers gistics RESPONSE integration with Workforce Management Solutions (WMS). Import call center response data from gistics RESPONSE. Use volume, reply volume, reply time and service level data to feed into your work distribution process. HISTORICAL ARCHIVING gistics RESPONSE lets you archive large quantities of historical without impacting day-to-day performance. Keeps s secure and searchable for as many years as you like. Messages from the gistics RESPONSE server are exported to a searchable SQL Archive database, which is separate from the production database. CUSTOM JAVASCRIPT ACTIONS Use JavaScript to create your own actions that can be processed as an gistics RESPONSE rule. Dramatically increase the scope of what rules can be used for: automatically update a CRM database when a particular message is sent or received, assign a message to an agent based on the language the was written in with no human effort, or perform any number of other advanced rule options. Drop-in custom functions allow users to drag an to a folder and have it automatically perform actions such as updating Salesforce or MS Dynamics with a customer s latest s. GISTICS RESPONSE WEB SERVICE Instant web access to many gistics RESPONSE functions and data. Standards-based (SOAP) web service. Can be accessed with code generated by standard development environments and frameworks such as Visual Studio and Axis. 7

9 SYSTEM REQUIREMENTS GISTICS RESPONSE SERVER Intel or AMD multi core server class processor, 4GB RAM. 100GB free disk space on the gistics RESPONSE drive. 64-bit Windows 2003, Windows 2008 R2, or 2012 Server. Internet Explorer 7 or greater (for running gistics RESPONSE Admin). A valid Internet host name for the computer registered with DNS; e.g., "responsemanager.example.com". gistics RESPONSE uses Microsoft SQL Server as its DBMS. You must have SQL Server 2005, 2008, or 2012 installed on a network accessible computer. This must not be the same machine as the gistics RESPONSE server. GISTICS RESPONSE ADMIN (USED TO ADMINISTER THE SERVER) 32/64-bit Windows XP, Vista, 7, 8, 2003, 2008, or Internet Explorer 7 or greater. CLIENTS SUPPORTED Outlook 2003, 2007, 2010, or Outlook Express 6. Vista Mail. Outlook 2011 for Mac OSX. 8

10 PRICING DETAILS THE TOPIA SOLUTION FITS A WIDE RANGE OF REQUIREMENTS We have assisted customers of all sizes in tackling their management challenges. Whether you are a small business or a large call center with hundreds of agents, our solution can accommodate your business process. gistics RESPONSE license fees are a one time payment and provide a perpetual, nonexclusive license to use the software and documentation for your internal business purposes. You may add user and group mailbox licenses at anytime, and these additions require only a simple serial number update. SOLUTION PRICING FACTORS The number of named or registered users (agents replying to s). The number of group mailboxes ( queues) required by the organization. The deployment, training and support services needed to implement the customer s solution. PRICING OR DEMO INQUIRY? CONTACT US BY CLICKING ON THE APPROPRIATE ICON: 9

11 TOPIA SUPPORT topia offers a standard support contract to its customers which gives them access to our help desk technical support services Monday to Friday, 9am to 5pm (EST). The support contract is based on a yearly fee, which equates to a percentage of the customer s license purchase. Additionally, topia offers extended hours support packages for customers who wish to increase their support hours coverage. This additional support service can be fully customized to meet the client s requirements and can include additional hours during the week, weekends, holidays, or even full 24 hours a day, 365 days per year coverage. 10