Tracker

by PhaseWare

Year Founded: 2005
Location: Texas - United States
Industries Served: Software, Medical, High-Tech, and IT Services

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Information availability is a critical tool in first contact resolution (FCR). With ever increasing product and service complexity and the attendant dramatic spikes in service request volumes, information management and a usable Knowledge Base are key requirements for today's service and support desks. Knowledge Management Software paves the way to increased First Call Resolution and call deflections through customer access to a self service knowledge base.

  • Boolean Search
  • Browsable Directories
  • Cataloging / Categorization
  • Chat Functionality
  • Collaboration Management
  • Contextual Search
  • CRM Integration
  • Custom User Interface
  • Customer Service Integration
  • Customizable Fields
  • Customizable Reporting
  • Data Import/Export
  • Data Integration
  • Data Management
  • Discussion Board
  • Document Tagging
  • Dynamic FAQ
  • Email Integration
  • Full Text Search
  • Guided Problem Solving
  • Help Desk Integration
  • Natural Language Search
  • Performance Metrics
  • Performance Support
  • Project Management
  • Reporting
  • Request Escalation
  • Search Functionality
  • Search Preview
  • Self Service Features
  • Self-Learning
  • Software Development Kit
  • Subscription Services
  • User Access Controls
  • XML / RSS

Available on the following platforms: Windows, Web Based, Mac
Support available: 24/7, Regular Business Hours, Online/Self Service