The BRIX Service solution is built on the BRIX Platform and enhances its capabilities for communication with customers.
BRIX Service components
You can manage this solution in the Live Chats workspace. Here, you can set up chat centers for clients and internal users, set up integration with email and connect messengers, as well as add users who will work with the BRIX Service solution to the following groups:
- Operators, who process the received requests.
- Supervisors, who distribute requests between operators and monitor their performance.
Other users can be given permissions to write to live chats and read messages in a specific live chat.
Extend BRIX Service with additional features
To enhance BRIX Service, you can use it together with other system features:
- Telephony: a workspace for working with customer calls and analyzing call data. A system administrator should set up integration with IP telephony provider.
- Email: a workspace where users can connect a mailbox to their BRIX account to view and reply to emails directly from the system interface. Additionally, you can link email threads to app items and send emails on behalf of a BRIX user as part of a business process.
- Customer Service: a business solution for handling customer requests in accordance with SLA parameters. It allows you to automate request collection from multiple channels, maintain a history of customer interactions and use it for follow-up requests, configure and monitor SLA parameters and employee work schedules.
- Service Desk: a business solution for automating service management, receiving and processing requests from multiple channels, tracking request statuses, and more. The solution covers the full IT service management lifecycle — from handling requests and incidents to root cause analysis and IT process optimization. Requires a separate license.