Dezide is a guided troubleshooting solution for call center teams and field service technicians. The app lets you create intelligent troubleshooting guides with built-in knowledge bases and FAQs. These guides can be used as a self-service tool on dedicated customer self-service portals or as a tool for agents when taking calls and troubleshooting issues in the field. Dezide's product list includes: Contact Center Portal, Self Service, Offline Troubleshooter, and Embedded.
The Contact Center Portal can be used by agents to answer calls, search the knowledge base, resolve issues and close the case. The portal can be displayed with a Computer Telephony Integration (CTI) and a help desk system to track and display all customer interactions on the portal's interface.
Dezide can also be used to create intelligent guides that can be accessed in either the Normal mode, for more inexperienced agents, or the Advanced mode for more more skilled agents. A built-in search engine less you search the troubleshooter guide to find specific information such as keywords, questions, and error messages. Agents can leave feedback comments on any troubleshooting step or FAQ article in the knowledgebase based on their experience and customer interactions.
Dezide lets you create self-service guides for customers that can be integrated into your existing website or accesses through a dedicated, custom branded self service portal. The information included in the guides is pulled from the general knowledge base but presented a less complex, step-by-step, user-friendly manner. The guides include videos and images, FAQ articles and built-in search.
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