Flexible web based mail, task, ticket- and case management system, which drives the change from ad hoc to structure.

BENEFITS

INCREASED EMPLOYEE PRODUCTIVITY

Responza Task Manager consists of many helping tools, which makes it easy and fast for your agents to answer mails and handle tasks efficiently and with quality.

INCREASED AGILITY IN THE RESSOURCE MANAGEMENT

The real time reporting makes it possible to calibrate the organization so that as many as possible take as much as possible. At the same time, an expanded statistic module gives the opportunity of reacting proactive based on contact types and peaks.

INTEGRATION TO RESPONZA KNOWLEDGE

Responza Task Manager can be integrated with Responza Knowledge. Answers can be automated further via automatic posts in the knowledge base and opportunity for copy/paste mail answers. At the same time, the integration ensures that the same question will be answered in the same way regardless of agent.

KEY ELEMENTS IN RESPONZA TASK

DISTRIBUTION OF TASKS, MAILS, CASES OR TICKETS

  • Distribution of queues per department or topic
  • Distribution and priority of tasks based on predefined criteria
  • Handling of critical cases or VIP-cases
  • Sending of autoreplies with expectation of process times of i.e. mail requests
  • Possibility of following your own case online

PRODUCTIVITY

  • Easy and accessible user interface
  • Automatic tracking number
  • Enrichment of requests with i.e. customer data, history or other relevant data from core systems
  • Flexible integration to other systems
  • Easy to create and adapt contact form, which can integrate with Responza KnowledgeTM

 MANAGEMENT

  • Real-time statistic on queues and response time
  • Comprehensive report of all requests
  • Possibility of delivering report data to a gathered report motor, i.e. data warehouse
  • Possibility of management reports on ad hoc-basis and planned

 SECURITY

  • Ensuring the same answers with use of Responza KnowledgeTM
  • Documentation of answers
  • Journaling of answers

 DATA MANAGEMENT

  • E-mails get saved with no option for subsequent edit
  • Mails can be achieved after a given time period
  • Based on customer requirements mails can be deleted automatically