Onyx Employee Portal allows your service and support professionals to become true customer advocates by providing the functionality to seamlessly manage service queues, resolve service inquiries and monitor customer satisfaction. With Onyx, your service organizations are able to dramatically lower costs while providing world-class customer service and support.

• Service/Support Request Management
  
  Log, track and escalate incoming support and service issues in any environment from small call centers to large multi-media contact centers. Customers have the flexibility to contact you using the channel of their choice-phone, online, from chat sessions, your web site, or email. Automatically assign each service request to the right person or group based on volume, skill set, or other factors. With seamless reports and easy to use queue management monitor service queues and quickly access open and closed status information on any interaction.

• Service/Support Escalation
  
  Escalate calls and generate status notifications automatically to customers, account executives, managers, or others, ensuring that day-to-day operations meet company goals for quality responsiveness and customer satisfaction. Quickly create, manage and update workflows, service level agreements and business rules.

• Queue Management
  
  Create and manage service queues, user skill sets, and routing for consistent response times and optimum service levels. Define and deploy sophisticated customer interaction strategies across all channels.

• KnowledgeBase
  
  Develop and maintain a comprehensive online knowledge base to centrally capture, manage and share previously solved issues, product documentation and technical articles. Customers have access to easy-to-use search tools to rapidly search the Knowledge Base for fast answers.

• Online Service Inquiries
  
  Alleviate call center costs and reallocate resources for escalation priority by enabling customers and partners to solve their own issues directly from your web site. Customers can ask questions, initiate a chat session or submit online service inquires over the web. You can quickly respond to the service inquiries and notify customers via e-mail of any changes in status. And if their service needs escalate, they can update their service request in real-time.

• Call Center Performance Analysis
  
  Create and distribute customizable service methodologies to ensure overall team adherence to service and escalation processes. Consolidate and review service rep incident activities for performance reporting and overall assessment of customer satisfaction.

• Reporting and Analytics
  
  Onyx incorporates the proven power of Cognos® Business Intelligence Web-based reporting and analytics solutions. Included with Onyx Employee Portal, the Onyx's Operational Reporting Bundle provides essential up-to-the-minute status reports through on-demand and scheduled web reporting. As an add-on, the Onyx Analytics Bundle gives organizations the ability to perform multi-dimensional analysis and time-based or "trend" reporting.

• Quality Management
  
  Comprehensive tracking capabilities enable service teams to proactively correct product or service quality issues by categorizing, prioritizing and assigning product defects and service issues for resolution. Use customer input to prioritize activities and automate response mechanisms to inform customers of resolutions to issues they've highlighted.

• Computer Telephony Integration (CTI)
  
  Integrate with ACDs, PBXs, predictive dialers, and IVR telephony systems for screen pops, automated outbound dialing, and inbound and outbound call routing.

• Intelligent Call Scripting
  
  Ensure the quality of every interaction and increase the likelihood of cross-sell or up-sell activity by embedding intelligence directly into the call scripts that will guides your customer service agents. Inserting the proper business logic into your common processes helps ensure that you are covering all the bases and getting maximum value out of every interaction.

• Workflow process automation
  
  Streamline your processes to decrease the number of systems that a user has to consciously touch to complete an activity. Turn complex workflows into simplified end-to-end sequences so that all users consistently follow your business processes from day one. Fewer systems and simpler workflows equate to reduced training time and cost.

Marketing Automation

Sales Force Automation

Service/Support Management

Contact Center

SEE ALSO

Customer Management Brochure