Microlog’s ServiceFirst™ Solution for Contact Management Centers

Microlog’s ServiceFirst™ family of products provides a state-of-the art, all-in-one contact management center. ServiceFirst provides single-point administration and maintenance in an environment that gives you single views of customer activity over all media types and customer touchpoints.

ServiceFirst™ products are used to build solutions for managing contact centers with 20 to 1,000 agents. The ServiceFirst™ portfolio of products consists of:

• ServiceFirst Foundation™, our building block for all-in-one contact management ensures all communications, regardless of type, are uniformly treated and efficiently managed. From the telephone to the web, ServiceFirst foundation helps you manage your total customer relationships for greater loyalty and retention.


• ServiceFirst Connections™, builds on ServiceFirst Foundation to implement self-service and live agent communications. Supported media types include:
  • Voice solutions (touch tone telephone and speech recognition)
    
  • Web collaboration and web chat
    
  • Email communications
    
  • Fax and hardcopy documents (treated as any other media type)


• ServiceFirst Integration™, Acknowledging customers for their total relationship requires integration of information from all touchpoints. The effective contact management center provides visibility into all customer activity, requiring integration from relevant systems, applications and customer databases.

Open Technical Architecture