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COLLABORATIVE PLATFORM

CUSTOMERS, AGENTS AND THIRD PARTIES

Many actions occur  within a ticket. Apart from e-mails and Customers’ calls, sometimes we must do inquiries to manufacturers, subcontractors, external consultants, etc. All the actions carried out, as well as files and related documents must be stored within the ame ticket, following a unique and global traceability.

WHAT HAPPENS TO MANY COMPANIES?

EVERYONE MUST COLLABORATE

LIMITATIONS ON ADDING INFORMATION

AGENTS

Several technicians supervisors collaborate in a ticket. They access from their offices in a remote way and they introduce data and documents. Visits, calls and meetings must be registered with the corresponding detail, date and time.

Furthermore, data must be accessible in order to use the new historical knowledge.

CUSTOMERS

Customers collaborate with several e-mails, files, calls, etc., information which must be linked to the main ticket.

When a ticket is closed, the customer values the attention received, sends comments or reopens tickets; what it is the customer has its own voice. When this happens, answers must be linked to the original tickets.

EXTERNAL COMPANIES

Agents contact with external companies consulting and checking requests (via e-mail normally). This information is linked with a ticket and must be stored internally, without being accessible by customer.

This information is usually searched on a recurring basis, so it is essential to organize the content properly to be easily located.

RESTRICTION WITH THE MEDIA

LIMITED MEANS WHEN ADDING INFORMATION

CALLS

When making a call and not registering its content, you lose control of the actions performed and the customer’s comments. Calls received automatically should also be recordered.

EMAILS

It is essential to send and received e-mails to clients and third parties. In addition to other channels (WhatsApp, SMS, etc.) and link them to tickets. Self-storage must be efficient.

MOBILITY

A mobility technician must record data about the vehicle, kilometers, actions taken, readingsm check list, pictures, customer, signature, etc., which must be stored in the ticket.

SERVING AS A COLLABORATIVE PLATFORM

Attendo offers advanced communicative and collaborative tools. Agents, customers and third parties can provide tickets in an organized and efficient way.

01.

AGENTS

02.

CUSTOMERS

03.

MOBILE AGENTS

04.

BUSINESS

COMMUNICATION TOOLS

WEB

Job positions

  • Cross-platform access through web browser

  • Full access to information, according to roles

  • Information management in real time

  • Automatic ticket time counter

  • Sending and receiving direct e-mails from Attendo

  • Reassignment of ticket to another Agent or Supervisor

  • Sending and receiving calls by VoIP extension

  • Ticket qualification

    (type of ticket, labeling and linked contract)

  • Ticket closing

  • Uploading local files to Attendo

  • Ticket submission with history and detail in PDF

  • Internal annotation of comments

    (no visibility for the Customer)

  • Possibility to stop and resume the counter

    (counter not manually modifiable)

  • Action button “Billable ticket”

  • Action button “Junk ticket”

  • Action button “Trash ticket”

  • Action button “Combine ticket”

  • Ticket Pool Dashboard by Agent and Group

  • Multiple ticket filtering and grouping tools.

  • Tickets with status (late, reopened and pending)

  • Notification of hours used in the current month (by contract and client)

  • Internal chat between Agents

  • Mailbox access, Whatsapp and SMS

    (e-mails not automatically assigned)

  • Access to Facebook, Twitter and Teams mailbox

  • Access to reports (statistics and analytics)

  • Free Tickets Dashboard, Calendar and Projects

MOBILITY

Attendo Mobile App

  • Use on smartphones and tablets

  • Access tot he ticket and content by roles, in mobility

  • Information management in real time

  • Automatic ticket time counter

  • Sending and receiving direct e-mails from Attendo

  • Reassignment of ticket to another Agent or Supervisor

  • Sending and receiving calls by Attendo using own device

  • Qualification of tickets in mobility

    (type of ticket, labeling, and linked contract)

  • International annotation of comments on mobility

    (no visibility for the Customer)

  • Possibility to stop and resume the counter

    (counter not manually modifiable)

  • Mobility ticket closure

  • Action button “Billable ticket”

    (billable against hourly bag or against new document)

  • Customer signature capture

    (with name, surname and ID photo)

  • Uploading files from the device

  • Ticket submission with history and detail in PDF

  • Capture images and photos from the device

  • GPS geolocation of the device

  • Control of stops and actions with vehicle

    (record of kilometers associated with action, departure, arrival, etc)

  • Android and iOS platform (on roadmap)

CALLS

Sending -Receiving

  • Emission and reception of calls

  • Interactive voice chatbot (artificial intelligence)

  • Interpretation of customer responde (voice to text)

  • Entering Comments on the Call by the Agent

    (mandatory value, with a minimum number of characters)

  • Generation of voice responses

    (text to speech)

  • Call recording

  • Call generation and auto assignment to telephone extension

  • Transcription and storage of text calls

  • Customer validation rule by sender (originating telephone)

EMAILS

Sending-Receiving

  • Sending, replying, forwarding and receiving emails.

  • Sending emails to any recipient

    (customer suppliers, external companies, etc.)

  • Multiple e-mail forwarding (conversation history)

  • Global list of e-mail addresses

  • Customer contact list

  • The “subject” field of the e-mail can be freely modified

    (the e-mail continues to be associated with the ticket automatically)

  • Automatic and intelligent assignment of incoming e-mails.

  • Global mailbox for e-mails not automatically assigned

  • Manual assignment of unprocessed e-mails to tickets

  • Aggregation of files and screenshots in e-mails

  • Send history and ticket content in PDF

  • Smart rejection of spam

  • Customer validation rule by sender (source e-mail)

MESSAGES

Whatsapp and SMS

  • Emission and reception of messages (SMS and Whatsapp)

  • Manual assignment of messages to new or existing tickets

  • Different mailboxes of received messages (SMS and WhatsApp)

  • Customer validation rule by sender (originating telephone)

SOCIAL NETWORKS

Twitter, Facebook and Teams

  • Tracking hashtags and selected mentions

  • Hashtags and monitoring mentions configurable by Agent or Group

  • Manual assignment of messages to new or existing tickets

  • Different mailboxes or received messages (Twitter, Facebook and Teams)

  • Customer Validation Rules not applicable