Business Units - Ability to manage the customer support queries of multiple Business Units of an organization using the same installation of SupportCenter
- Ability to define different configuration like Category, Priority, Level, Custom Fields, Operational Hours, Holidays etc for each Business Unit
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Customer Portal Enhancements - A completely configurable web portal
- Configurable option for contact to close a request
- Ability for contacts to run already created reports
- Ability for users to register themselves with administrator approval
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Computer Telephony Integration (CTI) - Asterisk Integration
- Ability to display the caller history & his requests to the Support Reps when a call lands on the line for Asterisk PBX
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Contract Enhancements - Contract renewal process enhancements
- Contract history (expiry & renewal) information in the view page
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Request Module Enhancements - Support for secured email fetching (POPS, IMAPS protocols)
- Enhanced option to search contact, account or contract information to create a request
- Notes moved to the conversation section and displayed in the chronological order along with request conversations
- Form customization enhancements
- Different templates having different set of fields
- Ability to define the order of appearance of fields
- Ability to define a set of tasks along with templates
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General Enhancements - Custom views for all modules
- New UI & several usability enhancements
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Remote Assistance - Ability to troubleshoot remote clients
- Share the desktop
- View remote desktop
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