Enterprise-grade customer support software available as a monthy subscription
Monexa “On Demand” customer care and technical support application “Voyager”, is a web-based enterprise-grade ticketing and support management solution for logging, managing and reporting on incidents for any type of organization responsible for supporting customers, departments, end users and or managing services delivered by third parties.
Voyager uses three levels of interface, each designed for specific users or audience. This is an important differentiator from most other systems. With it, service providers can support multiple customers or an enterprise account has the ability to support multiple departments as individual entities with internal cost allocation.
The three interface levels
Agent/Supervisor interface: full functionality to see, manage and report on all customers and all customer end-users or segments. Supervisors can monitor and manage agent activity.
Client interface: specific to the client and their end-users (this could be an internal department, an outside customer or a third-party service provider). This interface allows the client, department or third party to view all current and historical services, accept and manage escalated tickets and run pre-configured and customized reports.
End user interface: user-name and password access to specific end-user information and functionality..
Key features of Voyager
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A powerful set of tools to log, manage and resolve issues.
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Contract management to quickly validate service levels and ensure that service is delivered to meet agreed-upon expectations.
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Physical and software assets can be associated with locations and end users for service entitlement, warranty tracking, version tracking etc.
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Customizable severity levels, reminder notifications and automated escalation processes for proactive service level management.
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Incident categorization by incoming call type and incoming call drivers. Categorize resolutions by type to facilitate trending and reporting
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Supports phone, email, and chat services from within one system
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Integrated email management system processes and sorts in-bound request emails to ensure delivery of follow-up messages and rapid query resolution
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Multiple work orders are associated with a ticket or incident to provide a complete history through all touchpoints
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Client-specific library of information (knowledge base)
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Hot notes specific to the supported client force agents to review critical information when opening the ticket to alert them to a known system-wide outage or any important must-know information
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Call-timer automatically times each call and shows agent in real time
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Supports supervisors with real-time monitoring tools for visibility of agent activities.
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Detailed call statistics and real-time reporting
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End-user self-service through a web portal provides access to FAQs, knowledge base, service history, live chat, email or new incident reporting
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Standard APIs integrate with other CRM, OSS, billing systems or databases
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On-demand web-based delivery and user-based licensing eliminates the need for expensive software and hardware at your facility
Voyager provides the information your support teams need to deliver exceptional customer service.
For more information contact our sales department at
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