The eStarAgent™ module offers sophisticated contact profile and incident life cycle management tools for call center agents. eStar's Smart Start technology increases productivity and lowers cost-per-contact by allowing agents to enter 80% or more of the data for a contact and incident on a single entry form. The Agent Desktop allows agents to continuously monitor all pending activities and assigned tasks so nothing falls through the cracks.

Simplify contact data management

• Maintain one, up-to-date contact profile for each contact or easily update existing profiles
• Identify and capture informative consumer insights relevant to your industry and business operations
• Store and maintain multiple addresses, emails and phone numbers within each contact profile
• Easily link individuals, third parties and groups
• Guarantee accurate and complete mailing address data with optional address quality module

Advanced event workflow and life-cycle management

• Easily capture and track events from receipt to resolution; handle orders, shipments and returns
• Utilize advanced workflow actions for automatic assignments, escalations and notifications; follow to resolution using overdue and completed action chaining
• Handle and track multiple actions, statuses and resolutions for a single incident or contact
• All open tasks assigned to agent always at their finger tips so nothing falls through the cracks.
  Ensure accuracy and consistency
• Develop business rules for workflow action and resolution to maintain consistency over time and employee turn-over
• Business rules are used to build and produce responses so the agent has more time for the customer
• Centrally controlled administration ensures overall control and handles any number of site and locales through delegation

Flexible and scaleable architecture

• Data Dictionary, custom data elements and properties adapt the system to meet your business needs
• Designate required fields to ensure agents are capturing necessary data
• Centrally controlled administration with local delegation
• Limit exposure to legal and regulatory liability by maintaining accurate and consistent responses across all agents and locations; identify and track risk and sensitive issues