This is the core feature of the Billetterie® platform. It allows the user to flexibly configure a service management environment that meets their business requirements.

In its very essence, it allows the organisation to determine service delivery standards that will invoke complete automation. The organisation is able to optimize service processes to match service level commitments. The following functions inform the Service Automation feature.

The Billetterie® Platform was built with the self-service modus operandi in mind. The idea is to support a 24/7 service offering. End clients are empowered with tools to find solutions to their queries and problems using this facility

The following self-service functions are supported: The myworkspace user interface provides not only a dashboard for the user, but also a facility that groups all the necessary tasks and messages for the user.

Billetterie®’s performance management system is based on a variety of reports that measure the efficiency of agents, business units (sub-departments and departments) as well as the entire organisation.There are different types of reports that can be attained and generated by Billetterie® namely, statistical reports, productivity reports, performance reports.

All these can be through analysing all functional key features of Billetterie®. From data trends and communication channels constructive feedback on Business Reports, customer satisfaction and employee performance can be attained.

The knowledge management module comprises four key functions that promote self-service: Frequently Asked Questions (FAQs), knowledge base articles, community forums and the chat bot

Users can browse through or search FAQs and knowledge base articles or engage with the chat bot, ask questions in natural language and be guided on the features of the system, solutions to known problems or other issues of user interest.

The Omnichannel feature enables clients to follow up on the resolution of their service requests anywhere, anytime using channels of choice. Billetterie® converts emails into trackable tickets that can be managed in accordance with service level commitments.

The telephony feature enables call centre agents to record calls, convert them to tickets, and to access contextual information such as recent conversations with the clients. The omnichannel feature supports numerous device options for communicating with the Billetterie® platform, providing an integrated experience for clients.

The Billetterie® Platform provides native and canonical REST APIs to integrate the service processes to other business systems, security and infrastructure.

If standard integrations do not suffice, the Billetterie® Professional Services team may built custom solutions for third-party product integration. The Billetterie® Platform utilises the Jitterbit Integration Platform Service as a framework for integrating multiple systems.