Vertical Solutions, Inc. Enhances Real-Time Decision Support In Its CRM/Contact Center And Field Service Management Applications
Innovations to VSI’s Vertical Services Platform technology combine Business Process Management with Service Guidance to improve end-to-end service
Vertical Solutions, Inc. (VSI) announces that it has enhanced its platform technology, Vertical Services Platform(TM) (VSP), to enable real-time decision guidance. This new functionality, called Service Guidance, is available on all applications developed on VSP, including VSI's cloud-based CRM contact center and field service management solutions VContactCenter and VServiceManagement. Real-time decision guidance is a key differentiator for companies in a variety of business processes, including capturing data from customers and delivering a positive, replicable, and consistent customer experience.
VSI's Service Guidance provides any system user -- contact center agents, customer service personnel, field service teams, and end-users accessing self-help portals - with pertinent information, tips, and suggestions on data capture processes and relevant actions. Service Guidance helps companies standardize processes, minimize ramp-up times for agents and service personnel, improve up-sell and cross-sell opportunities, enhance reporting, and, in certain cases, comply with regulatory requirements. Companies can easily create their own business processes for agent and user guidance via VSP's BPM capabilities.
“VSI’s Vertical Services Platform is unique because it combines Guidance with Business Process Management. Companies not only can prompt users to take appropriate actions – they can build a variety of business processes into those actions,” says Ron Wegmann Sr., CEO of VSI. “Companies can execute highly complex processes based on users’ interactions, such as initiating web service calls, creating mail events, and interrogating data warehouses. And they can do so consistently, ensuring that every interaction follows protocol and adheres to the company’s best practices.”
About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. develops, implements, and supports best-in-class CRM Contact Center and Service Management solutions, including PowerHelp and its new generation technology solutions, VContactCenter, for internal, external, and hybrid contact centers, and VServiceManagement, for customer support, field service, and mobile environments. These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. For more information, visit http://www.VertSol.com
SOURCE: Vertical Solutions, Inc.