What is offers

ServiceEdge Incident Management provides a logging and resolution facility for discovered incidents in a contact center environment. An incident is defined as any event that is not part of the standard service operation and which causes, or may cause, an interruption to or a reduction in the quality of that service.

The ServiceEdge Incident Management goal is to quickly restore your contact center to normal service with as little impact as possible on your business operations. We aim to ensure you continue to provide 100% contact center availability and the best possible levels of customer service.

Agents, management or IT personnel can log incidents with the ServiceEdge support desk via phone, web interface tool or a simple email. Once the incident is received at ServiceEdge, it is prioritized depending upon its severity and its potential impact on business operations. The incident is then allocated a qualified engineer who takes ownership and resolves the issue within the customer’s Service Level Agreement (SLA).