Call Center Software Featured Article

SysAid Enhances Customer Service Support Software

By Anuradha Shukla
TMCnet Contributor

SysAid Technologies publicly launched the latest version of its customer service support software. CSS 2.5, an on-demand SaaS (News - Alert), features a new SLA/SLM module, a fully integrated task calendar, a customizable report-building wizard, and additional tools to better manage the service desk.

Hosted in SysAid (News - Alert) data centers, this free edition is a fully functional edition suitable for small organizations serving up to 100 service requests per month. SysAid notes that the Pro-edition is suitable for larger support departments.

Support professionals can leverage the new SLA module to create and track SLAs and also gauge the quality of support they provide to individual customers.

The SLM tool also perform a range of activities such as collecting various SLAs, measuring key performance indicators and analyzing the department’s overall service delivery. This real-time information is displayed in a user-friendly dashboard.

Israel Lifshitz, founder and CEO of SysAid said that timely and personalized service response is critical for the success of all businesses.

Lifshitz noted that the surest way to achieve this is to ensure that every service request receives proper attention and added that administrators of small and large businesses can use CSS (News - Alert) 2.5 to take a proactive approach to service management. This release will also aid users to enhance the customer experience and achieve greater accuracy, which results in higher credibility for the company.

SysAid further adds that CSS 2.5 uses proven service desk methodology to enable administrators to easily prioritize and manage all incoming customer service tickets and automatically sort and route them based on defined preferences.

Thanks to its advanced Live Chat capabilities and a customizable FAQ knowledgebase for customers to reference, this release allows users to avoid future service calls.