engage 360˚ solution · customer persistent systems has launched the engage 360 solution to help...
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Service Agent
Issue/Case Solution
Knowledge
Conversation
Expert
Customer
Persistent Systems has launched the Engage 360 solution to help businesses transform their customer support and service engagements. This is achieved by enabling support and service agents and supervisors with unified, intuitive and pertinent access to case and customer relevant information right within the Salesforce experience.
Persistent has tapped into Salesforce’s Service Cloud Console and Visual Force capabilities and leveraged Attivio’s Data Unification Platform and its Enterprise Search technology to deliver this solution.
Engage 360 has passed the Salesforce security review and is an approved business app available in the Salesforce AppExchange.
ENGAGE 360˚ SOLUTIONFor SalesforceService Cloud
www.persistent.com
Interested in a demo? Write to us at: [email protected]
Typical Business Benefits
Key Capabilities
Transform Productivity Provides instant access to case-relevant
information across enterprise data silos
Significantly improves information accuracy and coverage
Crush your Deadlines Helps accelerate case turnaround time
Substantially improves Mean-Time-to- Resolution (MTR)
Act with Certainty Improves first response effectiveness
Helps consistently beat customer satisfaction scores
Accelerates induction and on-boarding process of new service agents
Achieve Global Impact Improves speed and accuracy of decisions
Improves customer outreach based on facts and relevance
User Features Supports auto recommendation of relevant
information (matching solutions, open cases, expert agents, customer profiles, etc.) for the selected case
Rapidly locates customer and case related information with capabilities, such as, key phrase query search, query auto-suggest and hit highlighting
Enables efficient navigation over recommended content with features like sorting and pagination
Application Setup Solution is developed as Salesforce managed package
Solution installation and upgrades will be available through AppExchange
Customer aligned branding and configuration is possible
Application Configurability Ensures ability to define and configure new
widgets based on Attivio index
Allows Admin Users to define custom query filters to integrate with Attivio
Provides users with local controls for a customized widget experience
Administrative Capabilities Configurable back-end technology to manage
content indexing, high availability, fail-over and performance management and other enterprise requirements
Service owners can apply business specific ontologies and dictionaries
Platform Capabilities API-based secure integration
Leverages advanced text extraction and content analytics
Extendable to diverse information sources and non-English content
Allows enforcement of enterprise access control and business profiles
About Persistent SystemsPersistent Systems (BSE & NSE: PERSISTENT) builds software that drives our customers’ business; enterprises and software product companies with software at the core of their digital transformation. For more information, please visit: www.persistent.com
IndiaPersistent Systems LimitedBhageerath, 402Senapati Bapat RoadPune 411016Tel: +91 (20) 6703 0000Fax: +91 (20) 6703 0009
USAPersistent Systems, Inc.2055 Laurelwood Road, Suite 210Santa Clara, CA 95054Tel: +1 (408) 216 7010Fax: +1 (408) 451 9177Email: [email protected]
© 2018 Persistent Systems Ltd. All rights reserved.