OPTIMUS FEATURES

Case management icon

CASE MANAGEMENT

Assign, prioritise and categorise enquiries to speed up response and resolution time.

  • Assign and prioritise each case
  • Reply to customers via text or email
  • Forward cases to others for assistance
  • Add resolution notes
Reporting icon

REPORTING

Easily access your data and reports to see valuable insights to improve your business.

  • Compare results (location, users, categories)
  • Track resolution time and costs
  • View summary reports
  • Access on any device
  • Custom designed dashboards
Customer History icon

CUSTOMER HISTORY

You can see an entire audit history of each case, who did what and when.

  • See complete history of each customer
  • Tracked all changes in a case
  • Search for customers using any criteria
Team Collaboration icon

TEAM COLLABORATION

Work together as a team to solve customer issues, without duplicating work.

  • Share cases or customer details across locations
  • Assign enquiries to the correct team/agent
  • Agent conflict detection
Alerts icon

CASE NOTIFICATIONS

You can set-up notifications to suit your requirements.

  • Alerts of cases over x number of hours
  • Receive an email when a case is assigned to you
  • Notifications if the state of a case you own is changed
Security icon

SECURITY

All products are only accessible via encrypted and secure connections