Hosted Call Center Featured Article

LBi Software Releases CaseManager4.0 With Cloud Support

By Carolyn J Dawson
TMCnet Contributor

Using LBi’s upgraded HR Desk and knowledgebase solution, CaseManager4.0, CSR’s (News - Alert) can easily enter information about employee calls, as well as efficiently track issues to completion. LBi added several new features in the latest release, which can now be hosted in the Cloud that includes Manager Dashboard, Wiki Knowledgebase, Feedback Survey, Document Cabinet and Task List.

Using the Manager Dashboard feature, users can view nine crucial system metrics instantly. Important data such as open case counts, throughput, as well as case resolution time can also be visualized quickly along with detailed report to be drilled into target data. Employees and CSR’s can make use of Wiki Knowledgebase from CaseManager to convert existing paper documentation into indexed and searchable electronic format including Handbooks, Benefit Guides and more.

Also, the tool enables information filtration so as to provide employees with only relevant information. The Employee Feedback Survey feature can have 10 question configured each having five answers as well as collect feedback on employee satisfaction. The feedback reports are then analyzed from employee responses so as to improve employee/help desk interaction.

With the help of Document file cabinet, employees can upload files directly into CaseManager along while effectively managing folders and documents. The file cabinet documents can also be attached directly to a relevant case whereas the important documents can be emailed to employees easily. CaseManager’s Task List instantly marks completed tasks while associated tasks are tied with a relevant case in “To-do” fashion.

Delivered as Software as a Service, CaseManager allows IT staff to relax from the pressure of purchasing and maintaining expensive hardware and software. LBi SaaS (News - Alert) also provides full night backups, full firewall protection, 99.99 percent uptime, as well as proven disaster recovery plan.

However, these services are offered with two options such as Dedicated Server Environment and Cloud Computing Environment. In the former mode, a secure and dedicated server in a SAS (News - Alert) 70 Type II compliant hosting facility is driving customer system with separate instance of the CaseManager application, database, operating system and web server deployed for each client.

LBi's Cloud Computing option can be selected for maximum performance at the lowest possible cost. So as to meet future business demands, MobileDelivers deploys highly secure and SAS 70 Type II compliant, high-speed connections to physical servers.