Contact Management 

Add additional information to your contact view, such as customer account numbers or sales stage for prospects. iService is uniquely designed to allow you to create an unlimited number of fields, and utilities can automate the synchronization of data with other operational support systems.

Capture and View Call Notes

Add call notes to track your conversations and ensure other members of your team have access to the latest information. Make your notes public so your customers can see their history, or private to limit views to your internal team.

Send Email From Within Contact Management

Allow your team to send outbound emails from the system that are tracked as a part of the contact's permanent interaction history. Satisfy regulatory requirements by retaining all of this history as required by various laws. While email is often the preferred communication channel for customers, it is insecure and not appropriate for confidential data. The iService secure message option allows you to communicate sensitive and confidential information through its convenient message portal and does not require any special software for your customers or agents.

Create Tickets and Work orders

When combined with the iService message queue, the ability to create tickets will help ensure your customer requests never slip through the cracks. Tickets can be generated by agents that handle phone calls and routed to the appropriate team using the sophisticated skills-based routing capabilities of iService.

With iService you can extend your view of contacts with an unlimited number of custom fields. And, you can control access to any of this data to ensure compliance with regulations such as HIPAA, PCI and Sarbanes-Oxley. As with all iService components, the service-oriented architecture and full set of utilities makes it easy to integrate with other systems ensuring your information is always up to date.