Customer Portal

Make the case resolution process transparent to your customers through Customer Portal. It allows customers to manage their user accounts and profiles, and track progress of their case resolution. They can also quickly find relevant articles in the knowledge base to resolve cases without agents’ assistance, which will reduce the load on the Service Desk.

Communication panel

Use bpm’online’s communication panel to make calls and receive messages directly in the system. When handling a call bpm’online service enterprise automatically displays the customer profile so you can instantly access critical data and provide more personalized service. The system also allows setting up the Quick Dial panel.
Communication panel

Email

Manage messages from multiple email boxes in a single unified environment – bpm’online service enterprise. Each email can be linked to the relevant account, case, service agreement 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 service enterprise.
Email

Calls

All the tools needed to handle calls more efficiently are available in bpm’online service enterprise. Make and receive calls directly in the system, keep complete call history, and monitor the quality of work of your service agents.
Calls

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

Keep track of day-to-day operations and overall service performance with bpm’online. Analyze agents’ productivity based on their tasks, emails and phone calls. All dashboards are easily configurable to track important indicators, such as the number of consultations per request or the average duration of consultations taking into account service type and service agreement.
Analytics