Support Services Group is dedicated to building deep, sustainable and long-term client relationships based on collaboration, customization, and quality. To that end, we consider ourselves to be a trusted technology advisor for each of our clients. Our technology platform is a key differentiator that sets us apart from traditional contact centers. We have invested heavily in building out a robust, cutting edge cloud software platform partnering, with industry leaders in each key vertical (Telephony, CRM, Analytics/Reporting).

Our open architecture allows us to adopt and integrate your business technology and processes leveraging your existing infrastructure and systems investments, if so desired. We can also work with you to replace your disparate, legacy systems by deploying new tools from our flexible, customizable S2Genius Technology Platform.

Our experienced technology team is fully capable of solving your toughest business challenges, and we welcome the opportunity to partner and work with you to architect solutions to your business’ biggest pain points. We understand that no two companies are alike, and we will work with you to custom tailor the right technology and tools to meet your needs.

Our open architecture allows us to adopt and integrate our clients business technology and processes leveraging their existing infrastructure investments and creating a flexible customizable platform that enables rapid scalability.

Our Telephony platform  provides hosted reliability and equips us with the latest technology and virtually unlimited scalability.  Features include multichannel routing and queuing (voice, email, chat, social media, SMS), virtual hold, IVR, call recording, real-time reporting, post call surveys (Voice of the Customer) and other leading technologies.  This platform is hosted in a redundant data center with automated failover to ensure reliability.

We can build CTI integration to ‘pop’ caller’s contact and existing case information on customer service representatives computer screens at the same time that the call is delivered, leading to a smoother transaction and more personalized customer experience

We have built out a public facing online knowledge base for leading audio-visual electronics brand, seamlessly integrated with their current website, allowing consumers to easily search for and lookup product how-to guides, support and warranty information

We have replaced aging legacy PBX phone system for a client with multiple locations with Support Services Group’s industry leading hosted PBX VoIP solution

We have implemented real-time redaction of credit card / personal information from call recordings to enable client to achieve PCI & GDPR compliance

We have developed an automated Where Is My Order? “WISMO” speech recognition system to enable callers to be provided real-time order status and tracking information

Telephony

  • Highly customizable industry leading telephony platform
  • CTI “screen-pop” integration with most leading CRM systems
  • Highly adaptable dial plans
  • Hosted PBX telephony services, supporting softphone or physical phones
  • Client-facing live call monitoring / recording playback
  • Real-time call queue monitoring / reporting
  • Automated Speech Recognition / DTMF digit capture IVR capabilities
  • Text-To-Speech Engine using industry leading voice talent
  • Automated Real-Time Keyword Transcription & Redaction
  • Advanced Speech Analytics capabilities
  • Aggressive rates on inbound/outbound/LD calling
  • Outbound dialer with Message broadcast, predictive, direct, reverse and preview dialing features

Customer Relationship Management (CRM)

  • Industry Leading Customer Service and Support Module
    • Integrated Chat / Text Messaging
    • Email Support
    • Advanced Workflow Capabilities
  • Powerful Sales Force Automation
    • Advanced Sales Forecasting and Quota Management
    • Comprehensive Upsell, Quote and Order Management
    • Automated Incentive Compensation Management
    • Out-of-the-Box Marketing Automation
  • Real-Time Dashboards, Reporting, Analytics and Planning
  • KPI scorecards enable continuous sales performance measurement
  • Anytime, Anywhere Mobile Access
  • Integration with Leading Social and Productivity Tools

Reporting & Analytics

  • Fully customizable BI dashboards to manage your business better
  • Real-time reporting and monitoring
  • Interval (daily/weekly/monthly) reports delivered right to your Inbox
  • Unify data across all support channels into a “single pane of glass” view
  • End-to-end BI software: Database, ETL, Analytics, Visualizations
  • Open API framework allows customization to meet your needs.
  • In-Chip™ Technology, best-in-class analytics engine, 10-100x faster than standard in-memory solutions
  • Enhanced by Machine Learning
  • Access to world-class reporting/development support team

Learning Management System (LMS)

  • Cloud-based, state of the art learning and development platform which can rapidly, and professionally deliver training and testing which can be accessed via desktop, tablet, and mobile devices
  • User interface is intuitive and easy to navigate for an unparalleled user experience
  • Training can be developed in-house or by client and deployed via S2Genius LMS
  • Advanced test engine and course tracking features, combined with a rich selection of default and custom reports enable you to easily monitor and track performance
  • Can deliver teacher & agent program certifications
  • Gamification applies game design thinking to the learning context in order to engage users

Knowledgebase (KB)

  • Unlimited FAQs, categories, users and groups
  • Mobile first, touch-friendly HTML5/CSS3 layout
  • Integrated WYSIWYG editor
  • 40+ languages incl. RTL layouts for Arabic, Farsi and Hebrew
  • Compatible with all modern browsers
  • User and group based permissions
  • Powerful search capabilities. Users can easily find questions and answers using the search feature with search in all languages or in one category.
  • LDAP and HTTP authentication with SSO support
  • Export articles to .PDF, including a Table of Contents, JSON, XHTML and plain XML
  • Social network integration