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 SmarterTrack 3.x

The One-Stop Customer Service Solution
SmarterTrack brings all the functionality of a Help Desk, Ticket System, Live Chat, WhosOn, Cost Analysis, Data Mining, Reporting, and Knowledge Base in one software application—delivered through one elegant Web interface. The Event-driven architecture in SmarterTrack empowers organizations to develop and automate SLA policies to optimize customer service efforts into a powerful multi-channel communication portal that delivers value, efficiency, and increased satisfaction. Advanced features such as WhosOn, detailed Data Mining, and a Live Chat invite system enhance marketing performance and dramatically increase conversion rates.

Customer Service Software and More
  • Do you need a powerful and measurable Live Chat solution for your Customer Service, Sales, and Management teams?
  • Do you need an effective way to report the costs associated with your products, services, teams, or agents?
  • Would you like to experience the convenience and power of providing all of your Customer service communications channels though one, track-able interface?
  • Do you want to monitor customer traffic on your site and to interact with those customers in real time?
  • Do you see value in delivering Knowledge Base articles and News Items to your customers as they need them?
  • Would you like to leverage your existing customer information in separate database and applications for authentication or to easily access that information during the Customer Service cycle?
  • Would you benefit from a training and coaching solution that will allow managers to monitor and support agents live?

Server and Shared Installations
SmarterTrack can be installed onto a local or co-located server using the standard install download. Additionally, SmarterTrack can be utilized on Shared Hosting accounts at thousands of Web Hosting companies that provide Microsoft Windows™ hosting and SQL Server or MySQL support—allowing for additional flexibility and reduced costs.

Parallels customers can download/install the free edition of SmarterTrack from within Plesk control panels by using Parallels' new Application Packaging Standard (APS). Coming soon, SmarterTrack software will be available as a service (SaaS).

Portal Interface
SmarterTrack includes a Portal Interface that is optimized for search engines and is fully skinnable to match your company's look and feel and to function as the central hub for your customer service channels. Whether you allow anonymous communications, require customers to self-register, or authenticate against your own database, SmarterTrack is the solution.

Leverage assets like Knowledge Base Articles, News Items, and custom fields to pre-qualify customers and to prevent unnecessary Tickets and Live Chats. SmarterTrack accomplishes this dynamically as customers interact with the Portal—reducing agent workload.

Management Interface
The Management Interface is designed to provide agents and managers with a fully functional workspace to manage all aspects of communication, system management, and agent monitoring. Tickets, Live Chats, WhosOn, and Knowledge Base Articles are all within easy reach and fully searchable. SmarterTrack utilizes snapping panes, keyboard shortcuts, pop-up windows, and other intuitive AJAX controls—bringing the features and performance of a desktop application to the Web.


Agents and managers have access to robust reporting tools to monitor performance and costs by agent, department, or the organization as a whole. Additionally, real-time monitoring allows managers to observe all aspects of the system and gives them the opportunity to proactively address issues from the same, intuitive interface.
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