ServiceFirst Connections gives you single views of customer activity over all customer media types and touchpoints. Our scalable solution manages contact centers with 20 to 1,000 agents, and supports:

• Voice Communications through touch-tone telephones, voice requests (using speech recognition software), TDD devices (for hearing impaired) and voice over the Internet. Call routing is driven by your business rules, getting customers to the right resource for resolution on the first call.



• Web and Email Support integrates with existing customer-driven Internet service portals and email. ServiceFirst supports web chat and callback over Internet protocols while supporting web page push-and-follow and collaborative form filling. Customer information submitted through an email or form on your web site is automatically routed to the proper agent and an automated response is provided to the customer, pending the agent’s response.



• Faxes or Hardcopy documents are supported through Fax server integration and OCR Scanner (and are automatically routed to the most appropriate agent resource as easily as any other media type).

Real-Time and Historical Reporting

ServiceFirst collects statistics across all media types, providing clear visibility of overall contact center performance and individual agent productivity. A number of proven detailed and summary reports are built-in, and additional custom reports are available through most industry-standard report writers. A sample list of standard report categories follows:

• Agent productivity
• Agent performance metrics
• Campaign response
• Call abandonment
• Contact outcome, result and reason reporting
• Real time reports and monitors

Powerful Administration

System administrators update agent profiles, change messages, modify system configurations and update campaign details using powerful, yet easy-to-use browser-based facilities. Changes by system administrators are posted in real-time, hence impact the very next contact the agent receives. Administrators assign skills to agents along with routing rules and priority position. Distribution of each communications media type is driven by your customer service rules.

Open Technical Architecture

• Microlog’s ServiceFirst family of products for contact management is built on a standards-based architecture with open interfaces to existing ACD, IVR, and CTI products, as well as Web, Email and Fax servers.



• ServiceFirst products operate as premise-based or hosted service. ServiceFirst is implemented on Windows 2000, is designed for portability to UNIX or other operating systems and integrates with all modern PBX, ACD and IVR systems through ServiceFirst Integration.