Features |
Free1 |
Professional |
Enterprise |
 Tickets
|
Agent responses by email |
|
|
|
Transfer tickets (to agents, departments, groups and other installations) |
|
|
|
Cross-associate tickets, live chats, calls, and tasks |
|
|
|
Automatically suggests related tickets |
|
|
|
Automatically suggests related knowledge base articles |
|
|
|
Comments and resolutions |
|
|
|
View/search ticket history |
|
|
|
Canned replies |
|
|
|
Mark tickets for follow-up |
|
|
|
Ticket surveys |
|
|
|
Advanced ticket searching |
|
|
|
Define custom fields for tickets |
|
|
|
Force complete custom fields (agents only) |
|
|
|
Get Assistance feature for agents |
|
|
|
Multiple user-defined signatures per agent |
|
|
|
Enforceable company-wide signature standard |
|
|
|
Dynamic signature attributes by brand, language, etc. |
|
|
|
Intelligent ticket routing (via cherry picking, round robin, and service- oriented) |
|
|
|
Custom ticket distribution options o |
|
|
|
Tickets assigned to agent’s brand and/or language |
|
|
|
Automatic and manual rebalancing of ticket workload |
|
|
|
Time logging |
|
|
|
Mail server |
|
|
|
|
Live Chat
|
Auto-translation in over 35 languages |
|
|
|
Handle chats inline or as a popup |
|
|
|
Audible and visual alerts |
|
|
|
Chat idle time warning levels |
|
|
|
Transfer chats (to agents, departments, and groups) |
|
|
|
Cross-associate tickets, live chats, calls, and tasks |
|
|
|
Automatically suggests related knowledgebase articles |
|
|
|
View/search chat history |
|
|
|
Automated responses |
|
|
|
Live chat surveys |
|
|
|
Advanced chat searching |
|
|
|
Define custom fields for chats |
|
|
|
Force complete custom fields (agents only) |
|
|
|
Away from Keyboard (AFK) options |
|
|
|
Get Assistance feature for agents |
|
|
|
Google Maps and Bing Maps integration |
|
|
|
Manage chat queues |
|
|
|
Multiple chat session support |
|
|
|
Co-chat with other agents |
|
|
|
Administrator participation without transfer (coaching) |
|
|
|
Agent chat rooms |
|
|
|
Agent instant messaging |
|
|
|
Automatic agent failover |
|
|
|
Support for alternate agent avatars and identities (aliases) |
|
|
|
Intelligent ticket routing (via cherry picking, round robin, and service- oriented) |
|
|
|
Custom chat distribution options |
|
|
|
Live chats assigned by agent’s brand and/or language |
|
|
|
Time logging |
|
|
|
|
Calls
|
Track incoming and outgoing phone calls |
|
|
|
Automatically suggests related knowledge base articles |
|
|
|
Cross-associate tickets, live chats, calls, and tasks |
|
|
|
Integration with most VoIP systems |
|
|
|
Click-to-call functionality |
|
|
|
|
Tasks
|
Time logging |
|
|
|
Assign tasks to agents |
|
|
|
Visual alerts for overdue tasks |
|
|
|
Cross-associate tickets, live chats, calls, and tasks |
|
|
|
|
Who’s On
|
Live monitoring of users on website |
|
|
|
Filter visitors by brand, page, or any available attributes |
|
|
|
Advanced visitor and session display in preview pane |
|
|
|
Integrated with live chat for pushing and inviting of live chats |
|
|
|
Filtering of users on website |
|
|
|
World geographic density map |
|
|
|
Who’s On surveys |
|
|
|
Integrated with events system for automated actions |
|
|
|
|
 Knowledge Base
|
Embed document links in KB articles and news items (attachments) |
|
|
|
Embed flash files (.swf) in KB articles and news items |
|
|
|
Embed media files in KB articles and news items |
|
|
|
Organize KB articles and news items by brand |
|
|
|
Edit multiple KB articles concurrently |
|
|
|
HTML tag stripping tool |
|
|
|
Set stale dates for KB articles |
|
|
|
Mark KB articles as needs to be reviewed |
|
|
|
Mark KB articles as reviewed |
|
|
|
View statistics for a KB article |
|
|
|
View unsuccessful KB search queries |
|
|
|
HTML tag stripping tool |
|
|
|
|
Events and Notifications
|
Event-driven architecture |
|
|
|
Notification profiles |
|
|
|
Assign actions to events (.e.g. transfers, escalations, notifications) |
|
|
|
Service Level Agreements (SLA) compatible |
|
|
|
Automatically launch surveys from events |
|
|
|
Assign actions to monitored survey results |
|
|
|
Compatible with SmarterNotify real-time notifications |
|
|
|
|
Reporting
|
Summary reports (17 system and 18 agent) |
|
|
|
Trend reports (26 system and 18 agent) |
|
|
|
Cost analysis reports |
|
|
|
Multiple event reports |
|
|
|
Survey reports by agent, department, or group |
|
|
|
Custom field reports |
|
|
|
Scheduled and on-demand email reports |
|
|
|
Define report favorites |
|
|
|
Define custom reports |
|
|
|
Dual-axis charting |
|
|
|
|
Administration
|
Agent roles system |
|
|
|
Define company structure |
|
|
|
Multiple brand support |
|
|
|
Hidden departments |
|
|
|
Assign departments to a specific language |
|
|
|
Assign departments and agents to specific brands |
|
|
|
Real-time monitoring of tickets |
|
|
|
Real-time monitoring of live chats |
|
|
|
Supervisor monitoring |
|
|
|
Quality control |
|
|
|
Monitor live chat rooms |
|
|
|
Monitor and review individual surveys |
|
|
|
Optimized database for large volumes |
|
|
|
|
Extensibility
|
External providers with custom fields |
|
|
|
Define custom fields for live chats and tickets |
|
|
|
Link to third-party databases via external providers |
|
|
|
Authenticate customer and agent logins via third-party sources |
|
|
|
Web services allow for integration into other applications |
|
|
|
|
Web Interface
|
STInterfaceFramework (standardized skinning and elegant navigation) |
|
|
|
Optimized AJAX controls provide desktop application performance |
|
|
|
Multi-language compatible |
|
|
|
Extensive use of snapping panes |
|
|
|
AJAX spell-check |
|
|
|
Rich text editing |
|
|
|
|
Mobile Interface
|
Mobile interface functionality |
|
|
|
|
Installation
|
Hosted service option (SaaS) |
|
|
|
Failover functionality2 |
|
|
|
Load balancing functionality3 |
|
|
|
VPS server installation option |
|
|
|
Shared server installation option |
|
|
|
IIS 6.0+ supported/recommended |
|
|
|
Stand-alone install included |
|
|
|
Compatible with shared hosting environments |
|
|
|
Supports MySQL Server 5.0 and higher |
|
|
|
Supports SQL Server 2005 and higher |
|
|
|
Implementation in Microsoft .NET 4.0 |
|
|
|
|
|
Portal Interface
|
Tickets
|
Submit tickets through the portal |
|
|
|
Submit tickets through email |
|
|
|
Automatically suggests related KB articles during ticket submission |
|
|
|
Insert attachments (configurable) |
|
|
|
Capture visitor data (custom fields) |
|
|
|
|
Live Chat
|
Auto-translation in over 35 languages |
|
|
|
Enabled chat links into website |
|
|
|
Online/offline indication |
|
|
|
Push webpages |
|
|
|
Send files via live chat |
|
|
|
Agent typing indicator |
|
|
|
Capture visitor data (custom fields) |
|
|
|
Email and print live chat transcripts (customer side) |
|
|
|
Customizable chat icons |
|
|
|
Detect and recover from lost connection |
|
|
|
|
Knowledge Base
|
Configure KB articles to be displayed in chosen language |
|
|
|
Links to alternate translations within KB article |
|
|
|
SEO-friendly article representation |
|
|
|
Organized by category |
|
|
|
Searchable (full natural search support) |
|
|
|
Private KB articles |
|
|
|
Social networking (e.g. Facebook, Twitter, etc.) |
|
|
|
|
Security
|
Define role permissions for agents and end-users |
|
|
|
Extended pre-defined roles (e.g. everyone, agent, registered user) |
|
|
|
CAPTCHA support for ticket submission (optional) |
|
|
|
Anonymous/registered/authenticated user methods |
|
|
|
|
News
|
Multi-lingual support for all news items |
|
|
|
SEO-friendly |
|
|
|
RSS feeds |
|
|
|
Social networking (e.g. Facebook, Twitter, etc.) |
|
|
|
|
Web Interface
|
Tabbed interface for improved organization |
|
|
|
Multi-lingual support for all interface text |
|
|
|
STInterfaceFramework (standardized skinning and elegant navigation) |
|
|
|
Customizable company logo |
|
|
|
Google Analytics integration |
|
|
|
Native .NET 4.0 support |
|
|
|
Compatible with most popular Web browsers |
|
|
|
Pages optimized for size |
|
|
|
|
