SmarterTrack

SmarterTrack is a comprehensive, on-premises help desk solution designed to centralize and streamline customer support across multiple communication channels. It empowers businesses to manage tickets, live chats, and calls while maintaining full control over customer data and infrastructure. Ideal for IT teams, support centers, and service providers, SmarterTrack offers enterprise-grade functionality without recurring monthly fees.

Key Features

• Ticketing System: Converts customer emails into tickets, routes them intelligently based on roles, language, product type, or agent specialization.
• Live Chat: Enables real-time support with routing, agent coaching, and concurrent chat handling to improve efficiency.
• Call Logging: Tracks phone interactions, links them to tickets, and supports integration with phone systems or SmarterTrack Communicator (SIP softphone).
• Knowledge Base & Community: Offers searchable articles and user forums for self-service and peer support.
• Event System: Automates routing and workflows based on customizable triggers and conditions.
• Reporting & Analytics: Tracks performance metrics across tickets, chats, and calls for managerial insights.

Capabilities

• Full control over data and infrastructure with on-premises deployment.
• Scalable architecture suitable for small teams or large enterprises.
• Integration with existing systems and phone infrastructure.
• Role-based access and customizable workflows.
• Multi-channel support with unified tracking and reporting.

Benefits

• Data Ownership: Keeps customer data secure by avoiding third-party hosting.
• Cost Control: Eliminates variable monthly fees with predictable licensing.
• Operational Efficiency: Intelligent routing and automation reduce response times and workload.
• Enhanced Support Quality: Real-time coaching and reporting improve agent performance.
• Flexibility: Easily integrates with existing tools and scales with business growth.