Operating Specifications

- Standard

ο - Optional in release

Services	Emplifi Agent Mobile	Emplifi Agent Professional	Emplifi Agent Enterprise	Emplifi Agent Premium
Actions and Action Tracking	•	•	•	•
Agent Console		•	•	•
Auto-Suggestions			•	•
Case Auto-Assignment	•	•	•	•
Case Escalation Rules		•	•	•
Case History		•	•	•
Case Management	•	•	•	•
Case Queues		•	•	•
Case Team Collaboration	•	•	•	•
Customizable Dashboard	•	•	•	•
Customizable Layouts	•	•	•	•
Customizable Reports		•	•	•
Knowledge Base		•	•	•
Mail Merge		•	•	•
Mass Mailing			•	•
Repeater/Goodwill Tracking			•	•
Multi-Lingual Support (Customer)		•	•	•
Role Based Permissions		•	•	•
Sandbox Environment			•	•
Threshold Alerts				•
Visual SLA	•	•	•	•
Event Scheduler		•	•	•
Scheduled Imports		•	•	•
Scheduled Reports		•	•	•
Scheduled Utilities		•	•	•
Email & Templates		•	•	•
Email Auto-Response			•	•
Email Integration		•	•	•
Issue-Details			•	•
Multi-Currency		•	•	•
Surveys				•
Web & Email Case Capture		•	•	•
Audit Trails				•
Hosted Web Surveys				ο
Multi-Lingual Support (Agent)		ο	•	•
Address Cleaning and Verification		ο	ο	ο
Mobile Access	•	ο	ο	ο
Automated Notifications		•	•	•
Workflow & Approval Automation (Queues)		•	•	•
Enterprise Analytics (Graphical Reports)			•	•
Enterprise Reporting		•	•	•
Electronic Signatures			•	•
Multi-Company			•	•
Normalized Reports				•
Integration via Web Services API			ο	ο
Web Chat Integration			ο	•
Read-only Client Access			ο	•
CTI Integration		•	•	•
Mobile Customization & Administration	•	ο	ο	ο
Whitepages Lookup			ο	ο
Emplifi for Facebook		ο	ο	ο
Facebook Chat		ο	ο	ο
NLP Based Knowledgebase			ο	ο