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Event Engine

Powerful business rules engine for automating all aspects of customer support.

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Download the Event Engine Data Sheet. It includes examples, more information and extra features. *Guide will be sent to your e-mail
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PhaseWare Event Engine is a powerful business rules engine for complex service and support delivery environments. Event Engine will automatically initiate actions based on customized thresholds and predefined business rules.

Email integration

E-mail Integration and Support Administration

Send notifications automatically to your customer and the agent assigned the case.

Eradicate poor practices

Eradicate Poor Practices

Automate business process steps in order to remove variability in your support workflow.

Receive e-mailed reports

Run and Receive E-mailed Reports Automatically:

There is no need to print and distribute reports manually to your support team.

Enforce service level agreements

Enforce Service Level Agreements:

Decrease or eliminate SLA violations with highly configurable SLA controls within the Event Engine product.

Reduce cycle time

Reduce Cycle Time:

Keep tabs on ticket aging and customer communication as tickets flow through your customer support system.

Automate everything

Automate Anything:

Automate escalation, management, creation, update, closure and notifications on tickets. Anything you want.

Automatic Escalation and Notification About High Priority Issues

Automate Alerts About Escalation & Increased Activity

Stay on top of high priority issues by automatically identifying critical problems and assigning them to a higher support tier. Automate alerts that let you know a new issue is rising. Find out fast and react promptly if ticket queues start to back up, if you are about to miss a service level agreement, or if there is unusual customer or problem activity of any kind.


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Automatically Create Tickets From E-mails

Automatically Create Tickets From E-mails

No need to assign an agent to monitor e-mail for issues. No need to require a technician to copy e-mail information into a ticket. The e-mail is automatically converted to an incident ticket with all the required information and severity already entered. This frees up agents to do something more important—helping your customers get up and running.


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Automatically Update Customers

Automatically Update Customers

Keep your customers apprised of the progress of their open tickets and let them know when the ticket is closed by setting the Event Engine to send e-mails at important junctures. The customer does not have to wonder when their problem will be solved. They will receive an automated e-mail as soon as the issue is resolved.


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Learn more about PhaseWare's Event Engine

Don’t wait. Request a demo to see how PhaseWare can help your customer support workflow.

Have questions? Click Here to contact us and ask.

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FEATURES
FEATURES
  • Customize & Configure
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SOLUTIONS
SOLUTIONS
  • Customer Service & Support
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  • Issue Tracking
  • Mortgage Solution
PRODUCTS
PRODUCTS
  • Tracker Beyond
  • Tracker Desktop
  • Tracker Mobile
  • Self Service Center
  • SSC Mobile
  • Event Engine
Start My Free Trial

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