Phoenix-based software developer SmarterTools Inc. today announced that e-commerce payment service PayPal has adopted the SmarterTrack help desk solution to manage internal support and customer service issues for thousands of agents in PayPal's European and North American operations centers.
“We are excited that PayPal chose SmarterTrack as a solution for their internal communication needs,” said Jeff Hardy, vice president of business operations at SmarterTools. “The implementation at PayPal is a great example of SmarterTrack resonating with businesses of any size – from smaller companies accessing SmarterTrack as a service at our datacenter to large enterprise organizations implementing SmarterTrack on site in a fully distributed and load-balanced architecture.”
PayPal, a subsidiary of eBay Inc. since 2002, enables payments and money transfers over the Internet. It operates in 190 markets and 24 currencies, and it manages more than 232 million accounts, more than 87 million of them active.
SmarterTrack provides large organizations (like PayPal) with the ability to span geographic locations while simplifying the communication process between agents and end-users alike. In addition, the flexibility of SmarterTrack’s API allows companies to extend and interface with legacy systems and adapt for future organizational needs.
The SmarterTrack help desk application was built for tracking, managing and reporting on customer service and communications, including sales and support issues. Features include a ticket system, live chat, “Who’s On” visitor monitoring, call logging and VoIP integration, a task management system, branding and language support, reporting, surveys and a knowledge base. Licensing options for automatic failover support and load balancing functionality are also available, allowing companies to achieve true high-availability for their mission-critical help desks in enterprise environments.
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