Communication panel

Communicate with your team and customers directly from the system. Make calls, manage email, approve contracts and collaborate in the enterprise social network using the Communication panel. All notifications are also here, so you will not miss any important event.
Communication panel

Email

Manage messages from all your email boxes in a single unified environment – bpm’online customer service. Each email can be linked to the relevant account, case or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in bpm’online customer service.
Email

Calls

Make and receive calls directly in the system. Access complete call history in the communication panel, set up quick dial to call your favorite contacts. Keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers. Use these features to track key indicators on calls and evaluate performance of your service agents. To automate call management use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom, ZyXEL. What is more, the system enables free calls between all the users of the bpm’online application. Leverage call recording capabilities to control the work of the sales reps. In addition, bpm'online users can make calls and even video calls to other system users completely free of charge!
Calls

Self Service Portal

Bpm’online offers all the necessary tools for your customer self-service portal: capabilities to report a case, monitor resolution process and provide instant feedback on the quality of service. Bpm'online customer portal helps your customers to keep up to date on company news and all services provided as well as find answers to their questions in the public knowledge base.
Self Service Portal

Enterprise Social Network

Use Enterprise Social Network (ESN) to keep your finger on the pulse of your business. You can get updates and notifications on the latest deals, projects or even contacts from various channels with an ability to comment and “like” different posts in the newsfeed. You can use the ESN in the bpm’online mobile app as well.
Enterprise Social Network

Analytics

Analyze productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications. You can also analyze a number of consultations per request or compare the average duration of consultations depending on service type and category of request. All graphs and dashboards are easily configurable, which helps to control and improve the service quality and enhance agents’ productivity.
Analytics