 | AnytimeSupport is a Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs. |
Core Support Case Definition
Full configurable Case Templates
Agent and supervisor working screens
Queues Management
Configurable Status Sequences
Product / Service Catalog
Customer Management
Contact Management
Task Management
Notes and Attachments
Manual case assignment
Case History
Work Performance Information
Custom defined fields for cases, customers, projects, products.
Email notifications using templates
email2case
Eligibility rules to secure data access
| Service Level Agreement (SLA) Full SLA configuration based on: customer, severity, priority, service schedule.
Automated case escalation and notifications when SLA broken
Custom Actions on SLA events
Scheduled for 2007 | Call Center Integration Call Pop-Up Screen
Dialer Interface
IVR Interface
SMS Gateway
Fax Server Interface
Integration available with Mediatel, Cisco, Avaya | Built-in Report Generator Create queries without SQL knowledge using a friendly graphical interface
Filter Parameters
Export to popular formats: Excel, HTML, PDF, CSV and TSV | Customer Web Self Service Case creation by customer
Case status
Notes addition | Workflow automation Forced status case sequences
Graphical configurable Workflows
Flexible business rules
Automated email notifications
Process/Flows definition | Project management Project definition by phases
Work performance tracking at task/phase/project level
Estimate to complete
Project cost tracking
Task Templates
Task Bundle
Notes and attachments
Email Notifications
Custom defined fields |
 Anytime Industry / Flows Matrix
Anytime is a support configurable platform that allows your support departments to define and use virtually any support flows and processes for almost any kind of industry. | Industry | Business Flows / Activities | | Banking | Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration | | Telco | Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations | | IT Support | ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests | | Utilities | Case Management, ISO Compliance | | Financial Services | Credit Application Flows, Info requests, Internal Compliance, Card Support | | Outsourced Call Center Services | Case Management, Helpdesk, Customer Surveys | | Leasing | Customer Complaints, Car Incidents | | Service & Repairs | Incident Management, ISO Compliance | | Manufacturing | ISO Compliance, Customer Surveys, Quality Assurance |
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