CRM Application For Sales/Support Enables Shared Web-Based Dialog

Compiled By Deborah Austin A new multi-channel Web-based sales and support application -- TightLink Service 3, from TightLink Corp. -- is designed to help agents, customers, partners, suppliers and employees collaborate to quickly solve multi-party, multi-level service issues. TightLink Service 3 components include:

  • Collaborative case management -- with roles-based views and sub-case capabilities;
  • Collaborative workflow -- a workflow engine involving various parties in appropriate steps;
  • True universal channel;
  • Cross enterprise reporting;
  • Service level agreements -- proactively engaging participants;
  • Customer management -- hierarchical and flexible information capture;
  • Employee and partner management;
  • Integrated knowledge management;
  • Administration;
  • Configuration tool -- to adjust configurations as business requirements change.
With "configure -- don't code" architecture, its applications usually are running in a matter of weeks, not months, says TightLink, a Berkeley, Calif., provider of collaborative sales/service applications.
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