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Making it easier to resolve issues faster
Getting quick access to the right expertise is a critical factor when resolving complex customer issues. With
ePeople Teamwork's Resolve Anywhere, you get seamless access capabilities across web, e-mail, and wireless thin
clients to ensure support teams can collaboratively resolve issues quickly and efficiently – regardless of
their location. Resolve Anywhere enables team members to collaborate using any channel available to them, and
allows customers to interact using their own favorite form of communication.
With ePeople Teamwork, the entire set of shared knowledge is automatically captured as part of the resolution
process. There is no need to waste time downloading software, learn a new user interface, or remember any special
codes. In most cases, users can collaborate without ever using a web interface.
Resolve Anywhere allows users of the ePeople Teamwork application to bi-directionally participate in requests via:
- E-mail clients, such as Outlook, Eudora, and Netscape Mail
- RIM Blackberry devices
- PDAs with wireless Internet access
- Text pagers
Capture Responses from the Team
Those invited to join as a team member to a request can simply respond to
the notification with their contribution. The response is captured as part
of the workspace communication log and all assigned parties are notified.
Any attachments are included as attachments in the workspace.
Receive Regular Updates
For those who wish to monitor the activity on a particularly sensitive issue,
a user can receive regular updates to the destination of their choice with
all the latest changes. Managers can be kept abreast of hot issues. Assigned
team members can be notified of all updates as they come in.
Work Offline
Without the need to install or download any additional software, the full and complete content of a request can be sent
to a user's e-mail client and stored on the local hard drive. When viewed offline, the user can access to all of the
information and files found in the request at the time of download. To upload information into the request, the user
simply replies to the e-mail and sends it when Internet connection is available. All changes are recorded and other
assigned users are notified of the update.
Robust Notification Preferences
Each user determines how often they wish to be notified of updates and other events, as well as how much request
information should be sent. For example, users can set how much data is sent to their wireless devices and when. For
the highest priority issues, a user can override their account settings and apply preferences for just that request.
See How Resolve Anywhere Works
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