Phoenix, Arizona-based SmarterTools Inc, a provider of software solutions for information technology-management, makes it possible for businesses to simplify and automate day-to-day IT operations.

 

For the customer service industry, their SmarterTrack solution transforms the way customer service is handled and replaces the need for multiple applications and services so companies can save time and money.

 

The SmarterTrack offering is a help desk application that includes a multichannel communications portal with features like Live Chat, WhosOn, cost analysis, and much more so businesses are able to better and more accurately report on customer service and communications as well as sales and support issues.

 

Now, the company is announcing a number of added features with the release of SmarterTrack 4.x, an updated version of the solution that includes more support for agents, multi-language support and other new functionalities to reduce phone calls, increase the chances for a sale, search engine optimization and a number of other trend and summary reports.

 

Also with this latest release, the company is making it possible for customers to install the software as a hosted service (SaaS) to help further reduce any costs associated with deploying the software.

 

“The new features and improved functionality of SmarterTrack 4.x solidify the product as one of the most complete and cost-effective customer service solutions on the market,” said Tim Uzzanti, CEO of SmarterTools. “Offering SmarterTrack as a software or as a hosted service only increases the flexibility and value of SmarterTrack for companies of all sizes.”

 

The hosted solution, Hosted SmarterTrack, is offered to users via the company’s secure Tier 3 data center servers and extends the possibilities of enhanced customer service capabilities to any company regardless of IT know-how or budget limitations.

 

The SaaS (News - Alert) service model is rapidly gaining acceptance today as economic pressures to decrease spending while not sacrificing important business functions arises. A report from Datamonitor, “2009 Trends to Watch: Call Center Markets and Technologies,” notes this will be the year for hosted solutions in the call center as “the hosted model allows for centralized management of the call center network and thus allows enterprises to realize efficiencies in costs and personnel, while also improving the customer experience.”