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Optrics is an authorized ManageEngine Partner with expertise in customized network solutions.

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SupportCenter Plus

Best-in-class integrations for enhanced customer support

SupportCenter Plus is web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information as well as service contracts, allowing them to provide superior customer experience.

"We needed better capabilities for reporting & integration with our other software systems and hence we have chosen SupportCenter Plus"
Adam Doyle, I.T Director, Brickman Group.

Help Desk Software

Email Response Management

One of the best email response managment systems

  • Automatic handling of email requests
  • Automated customer case-tracking
  • Reduce response and resolution times
  • Reduce time and cost of Support Staff & increase productivity

Account & Contract Management

Account and Contact information at your finger tips

  • Maintain your account and contact information from a single location
  • Manage accounts, sub-accounts and related contacts idependently
  • Meet unique needs of customers based on history
  • Increase efficiency through instant access of account information

Self-Service Portal and Knowledge Base

Empower your customers and your support

  • Enhance user experience through self-service portal and reduce support load
  • Empower end-users to identify, search and find solutions on their own
  • Increase first-call resolutions through integrating knowledge base
  • Make the support process 24x7 and avoid duplication of effort

Contract Management

Make your customers special

  • Prioritize your customers and provide unique service
  • Proactive service level management
  • Meet customer expectations through higher service levels
  • Bill your customers rightly based on resolution time.

Customer Experience Managment

Enrich your customer's experience

  • Create and schedule reports on the basis of different criteria
  • Conduct user surveys and improve customer experience
  • Automatic escalations in order to keep the resolution time intact
  • Automatic case assignments and notifications

More Benefits

  • Mobile Access: Mobile access for Support Reps who need to access SupportCenter Plus via Smartphones. The Mobile Client is compatible with iPhone, Android, Blackberry and other smart phones.
  • Multi-language support: Make your users feel at ease by presenting to them an interface in their own language. SupportCenter Plus is available in 16 languages.
  • Add-ons & integrations: Lets applications in your organization talk to SupportCenter Plus and exchange data using SupportCenter Plus APIs.
Request a Quote  or  Try It Free!

Features

Multi-Channel Support

One of the primary goals of SupportCenter Plus customer support software is to enable organizations effectively manage customer communications and interactions from multiple sources - Email, Phone, Portal, Forums, Online Chat, Social Media etc and provide a unified view to the technician who handles them.

Account & Contact Management

SupportCenter Plus lets you establish and sustain your business relationships by maintaining valuable customer information. Integrating account management features with the Support Desk, it gives you an overall view of all your customer relationships. This central repository enables your teams to track account-level data, service level agreements, user contact information, and product ownership details. You can also import contact information from MS-Outlook that really reduces your effort.

Contracts & SLA Management

Manage multiple service contracts and related support plans to service your customers on time and bill accordingly.

Request Tracking & Automation

As we all know, email has become the primary communication channel for most companies. The amounts of e-mails handled by most organizations is are huge. These clients expect that their email communication will be fast, accurate and it has to solve their problems in the first response.

Legacy email response management solutions aren't able to handle the enormous email traffic of most modern organizations. You need a powerful tool to handle this huge traffi - and it has to have easy-to-use features.

SupportCenter plus offers the best email response management system in the industry at an extremely low cost. Supportcenter Plus automates the process of creating, tracking and organizing requests in to a seamless process. It also automates the client's case tracking in the most efficient way possible.

Knowledge Base

SupportCenter Plus includes a Solutions module (Knowledge Base) which allows you to document the best solutions and practices for your organization's common problems in an online knowledge base. This Knowledge Base acts as a very effective medium for sharing knowledge as well as boosting support productivity by leveraging collective knowledge and assists in effective knowledge management. It also helps in improving the average problem resolution time significantly as support reps find answers to problems quickly.

Time Tracking & Billing

Timesheets helps you to quickly view how much time your support reps have spent working on requests. In customer support, the time tracking mechanism is very important which allows you to capture and report on all hours that can be billed to the customer.

Business Units

Lets each division of your organization define their product or service specific configuration and work as independent units.

Self-service Portal

Deploy a customizable self-service portal and allow your customers to submit tickets, track them, search the knowledge base and run reports.

Reports, Dashboards & KPIs

Get to know information on your customer help desk through intuitive & real time Reports & Dashboards.

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SupportCenter Plus Documentation

Here you can find SupportCenter Plus product documentation, brochures and guides. If you have any questions please feel free to contact us and one of our specialists will address your inquiry as soon as possible.

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System Requirements

The minimum system requirements for the optimum performance of SupportCenter Plus are below.

Hardware

The following table lists the hardware installation according to the number of Support Rep Logins.

Support Rep Login Processor Type Processor Speed RAM Free Hard Disk
5 - 20 Single Core 1.7 GHz 1GB 20GB
20 - 50 Single Core 3.4 GHz 2GB 40GB
50 - 100 Multi Core 2*3.4 GHz 4GB 40GB
100 - 500 Multi Core 4*3.4 GHz 8GB 80GB

Operating System

Windows

  • Windows 2000 + SP4
  • Windows 2000 / 2003 / 2008 R2 (32 bit, 64 bit) Server
  • Windows XP Professional
  • Windows 2008 Server
  • Windows Vista
  • Windows 7

Linux

  • Red Hat Linux 7.2 and above
  • Linux Debian 3.0

Supported Database

  • PostgreSQL 9.2
  • MS SQL 2000, MS SQL 2005, MS SQL 2008
  • MySQL 4.0

Supported Browsers

  • Internet Explorer 9+
  • Firefox 
  • Google Chrome

Pricing

SupportCenter Plus Professional Edition - Subscription Model
Products
License Fee
AMS*
US$1,495
Included
US$2,495
Included
US$3,995
Included
US$4,995
Included
US$8,995
Included
US$14,995
Included
US$18,495
Included
US$375
Included
US$695
Included
US$1,275
Included
US$1,445
Included
US$2,595
Included
US$4,995
Included
SupportCenter Plus Enterprise Edition - Subscription Model
Products
License Fee
AMS*
US$2,495
Included
US$4,495
Included
US$7,495
Included
US$8,495
Included
US$14,495
Included
US$23,995
Included
US$29,995
Included
SupportCenter Plus Unlimited Edition - Subscription Model
Products
License Fee
AMS*
US$35,000
Included
SupportCenter Plus Standard Edition - Multi-Language - Subscription Model
Products
License Fee
AMS*
US$2,295
Included
US$3,595
Included
US$4,195
Included
US$7,195
Included
US$13,195
Included
US$19,195
Included
SupportCenter Plus Professional Edition - Multi-Language - Subscription Model
Products
License Fee
AMS*
US$1,795
Included
US$2,995
Included
US$4,795
Included
US$5,995
Included
US$10,795
Included
US$17,995
Included
US$19,995
Included
US$375
Included
US$695
Included
US$1,275
Included
US$1,445
Included
US$2,595
Included
US$4,995
Included
SupportCenter Plus Enterprise Edition - Multi-Language - Subscription Model
Products
License Fee
AMS*
US$2,995
Included
US$5,495
Included
US$8,995
Included
US$9,995
Included
US$16,995
Included
US$24,995
Included
US$31,995
Included
SupportCenter Plus CTI Integration Add-on
Products
License Fee
AMS*
US$245
Included
US$490
Included
US$895
Included
US$1,195
Included
US$2,495
Included
US$4,495
Included
US$6,995
Included
SupportCenter Plus Remote Desktop Add-on
Products
License Fee
AMS*
US$475
Included
US$945
Included
US$1,895
Included
US$2,295
Included
US$4,495
Included
US$9,495
Included
US$13,495
Included
SupportCenter Plus - Zoho CRM Integration
Products
License Fee
AMS*
US$299
Included
SupportCenter Plus Zoho Reports Addon - Yearly Subscription
Products
License Fee
AMS*
US$540
Included
US$972
Included
US$1,512
Included
US$80
Included

* Annual Maintenance & Support Fee

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Videos

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