- MR Support
- Multi-channel compatibility
- Centralized all Information
- Self customization
- Full-text search
- Templates for FAQ
- Various alerts
- Standard forms
- Messaging (live chats within the contact center)
- CTI Integration
- Import and Export
Pick up Main functions support DI center
When an agent identifies customer, contacting to DI center, names of all MRs in charge of the customer are listed on the display. The agent can let the MRs know the inquiries by just selecting MR and push "Transfer" button.
For MRs often go out, agent can send the inquiry to MRs' mobile phone by sending it with simply checking "Send to mobile" button.
The inquiry can be sent to MRs' manager as well, at the same time, by just clicking "Send to Manager" button.
"Data Management" enables easy data integrations with other systems. "CSV Mapping" enables flexible format conversion of uploading files with non-programming. It can be also used to upload commercially available medical database information (hospitals, doctors, pharmacist and etc.) such as Ultmarc and IMS.
Knowledge search function
Knowledge search function support agent to answer customers inquiries quickly.
Agents can search for registered FAQs by "category" and other conditions set, enabling them to reference responses to customers with similar inquiries.
Agents can search for registered templates by "category" and other conditions set, cutting down on the time required to enter question and answer details, create reply emails, etc.
Similar Ticket Search
Agents can search for registered similar ticket histories by "category" and other conditions set, cutting down on the time required to enter question and answer details, create reply emails, etc.
Similar Mail Search
Agents can search for the similar past email based on "sent out date", "email address" and "the contents" to make it reference to answer about similar questions to customers.
Full-text search can be executed with natural sentences and keywords. Agents can execute searches using keywords that come to mind from large amounts of information, greatly improving search efficiency.
Reporting function is provided to enable the viewing of multiple forms of statistical data at the same time. This gives a visual representation of KPIs.
Cross tabulation report can be defined according to the various items registered to FastHelp Pe. Supervisors can define frequently used report, preliminarily. It helps supervisors save a lot of time of report generations.
Reports can be generated in a graph and table format. And it also can be downloaded to files in "CSV" or "XLS" format for editing the files too.