Integrated Customer Experience Manager (ICEM)
Integrated Ticketing System
ICEM - 360 Degree Issue Management
The ICEM solution is built on SAG ESB and BPMS platforms and it provides:
Features and Benefits
|Multi channel Integration||Users can launch and access tickets from any channel. PC, Mobile, VRU, back-office applications and more. It is the same back end solution, so go ahead, work the ticket.|
Customer information is often controlled by regulatory compliance. This is common in banking, healthcare, telco and more. As a regulated business you must ensure that your data follows the standards. The ICEM system ensures that confidential data remains in the system of record that is already under your regulatory control. Nothing is pulled to ICEM that should be held in your secure systems.
|Complex Task Routing||
Tasks can be placed in different work queues based on customizable routing rules.
The system can be secured using SSO if needed.
|Multi channel Integration||
Users can launch and access tickets from any channel. PC, Mobile, VRU, back-office applications and more. It is the same back end solution, so go ahead, work the ticket.
|External channels Integration||
The tickets can be created and accessed by your clients from home. If they open a ticket by speaking to someone on the phone, for example, they will be able to see updates from their customer portal.
|Built-in Customer Communications||Even in the 21st century some customers prefer to communicate over mail and ins some cases mail is a regulatory requirement. Our system has the ability to generate standard mailings.|
|Task Escalation||Tasks can be escalated based on SLAs or other customizable business rules.|
|Customizable Front End||The front end can be customized to your needs and business.|
|Phone||214 394 8603|