| KEY BENEFITS |
- Enforce SLA compliance and spawn SLA tasks through automated task lists, alerts, and threshold notification
- Increase efficiency through auto-notification and auto-escalation of high priority issues
- Monitor critical customer issues in real time for improved quality of service
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PhaseWare Event Engine takes customer service to a whole new level. Event Engine is a powerful workflow management solution for workflow automation in a complex service delivery environment.
Event Engine integrates with PhaseWare Tracker to monitor customer information and incident activities. Event engine will automatically spawn actions based on customized thresholds.
Key Features:
- Escalation management of high-priority incidents
- Automated management of trouble ticket tasks
- Automated creation, update, and closure of issues
- Automated notification (alert) of an impending SLA violation
- Automated report generation for problem ticket activities
- Automated email response
Today’s customer service environments are focusing on automated workflow management systems for operational efficiency and faster service cycle time. Event Engine enables you to increase internal productivity and reduce operational costs while providing superior quality of service.