- Managed service program
- Automated notifications and escalations
- A graphical work-flow based incident tracking tool
- Auto-routing capabilities
- Integrated IP-based Automated Call Distributor
- Known Problems display
- Priority and VIP designations and routing
- Customer satisfaction feedback mechanism
- Customized reporting
- Ad Hoc reporting capabilities
- Monthly service level and trending reports
- Detailed metrics
- Self-service functions
- Change management workflows
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