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Microlog’s ServiceFirst™
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- ServiceFirst Foundation™ provides the building block
for Microlog’s all-in-one customer contact center.
ServiceFirst Foundation helps you achieve a single view
of the customer, since all contacts are tracked through
a central manager.
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- ServiceFirst Foundation is based on an open computing
platform that provides single point administration and maintenance,
as well as an environment for easy software updates.
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Product Features
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Unified management of all communications (Voice, Web,
Email, Fax/hardcopy)
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Simple to use Agent Desktop, flexible and easy to modify
and integrate with your existing customer information
resources. The Agent desktop can interface with one or
more existing legacy applications or act as the cornerstone
of new customer developed applications designed and built
to your specification by Microlog’s consulting organization.
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Customer and Agent Management facilities give System
Administrators a comprehensive, yet simple-to-use tool
to monitor and manage your contact center operation.
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The System Administrator easily and efficiently updates
Agent profiles and campaign details using a web browser.
Updates are done in real-time and take effect with the
next contact the Agent receives. All of this occurs centrally,
requiring no administration at the Agent desktop.
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Customer Care is driven by your business rules for providing
service. Customers have different value (in terms of revenue
and loyalty). Foundation helps you prioritize important
customers – regardless of how they contact you.
ServiceFirst Foundation routes customer and prospect queries
to agents most capable of delivering superior service
(including cross-sell or up-sell functions).
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Performance Reporting. ServiceFirst. Foundation has comprehensive
system reports, including the flexibility to customize
statistics/reports that are important to you ad your management.
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Investment Protection. ServiceFirst Foundation server
runs on industry standard hardware under Windows 2000.
CSR desktop access is through any Java-enabled browser
such as Internet Explorer or Netscape. The system is designed
to work with your infrastructure including your phone
switch, email server, web server, fax server and agent
applications including legacy hosts and databases.
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