New eService portal from Software911

Software911 just released eService Portals Version 2.0, which enhances functions for FAQs, as well as document and staff management, by streamlining the inquiry process, capturing e-mail and integrating e-mail attachment spell-checker capabilities.

The Web-based software captures electronic information from personal, corporate or Web-submitted e-mails, and any format attachment is now supported, including audio and video clip. All follow-up e-mail correspondence is captured, stored, tracked and managed through the administration portal. FAQs are converted to knowledge published on the Web. The integrated spell checker works against a common dictionary and a portal-specific dictionary and can be customized by each company.

New staff management functions include the ability to configure administrative access levels by group, publish directly to the Web or recommend content to the manager. Staff members can be sorted by, for example, department and region, and inquiries can be sorted by content and then matched and routed to the appropriate group. E-mail reminders to service representatives of any unanswered inquiries appear daily until the inquiries are answered.

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