Specializing in Support and Service Software

Get Social with Telligent Enterprise Integration

Integration of Dovetail Support Suite and Telligent Enterprise enhances your case management experience by incorporating social collaboration, which promotes a transparent, productive, and efficient corporate culture. Agents and other representatives can collaborate using Telligent Enterprise through wikis, blogs, knowledge base articles, and other posts leveraging the collective knowledge across your organization to solve complex issues. Keeping real-time conversations in Telligent Enterprise in sync with cases in Dovetail Support Suite enables representatives to solve issues quickly, shortening resolution times to ultimately increase customer satisfaction.

• Incorporate Activity Streams. Agents are no longer required to copy and paste information from blogs, wikis, email, and instant messaging applications into case notes. Activity messages posted in Telligent Enterprise are automatically logged to cases.

• Alert Co-workers. Automatic alerts to co-workers, such as Activity Messages (much like “tweets” in Twitter), occur in the Telligent Enterprise main activity stream when cases are created or modified in Dovetail Support Suite. This keeps all stakeholders on top of all customer issues.
• Keep Users Informed. Sales reps, account representatives, and other stakeholders can subscribe to feeds, allowing everyone is the company to come together, rallying support for a customer.
• Limit Views to Groups. Limit notifications to certain groups in Telligent Enterprise when cases relevant to that group are modified, keeping information filtered or private.
• Manage Projects. Combining Telligent's social communication and collaboration with Dovetail Support Suite's workflow and tracking results in a powerful project management solution, which keeps everyone in the organization up to date and communicating.
• Log Any Event. Any event in Dovetail Support Suite can initiate an action in Telligent Enterprise by calling the Telligent Web Services API and passing data to it, accommodating the processes in your organization. Likewise, Dovetail Support Suite offers an API that can be called by Telligent Enterprise.