want to deploy SmarterTrack in a load balanced or failover environment to ensure maximum uptime, you will need to purchase SmarterTrack Enterprise with Load Balancing Functionality or SmarterTrack Enterprise with Failover Functionality. For further assistance choosing the right edition, please contact the SmarterTools Sales Department via Live Chat, email sales@smartertools.com , or call us toll-free at 1-877-35-SMART. You can also refer to the following edition comparison chart for more information about each edition.<br><br> SmarterTrack Edition Comparison Management Interface Features Free 1 Professional Enterprise Tickets Agent responses by email Ï Ï Ï Transfer tickets (to agents, departments, groups and other installations) Ï Ï Ï Cross-associate tickets, live chats, calls, and tasks Ï Ï Ï Automatically suggests related tickets Ï Ï Ï Automatically suggests related knowledge base articles Ï Ï Ï Comments and resolutions Ï Ï Ï View/search ticket history Ï Ï Ï Canned replies Ï Ï Ï Mark tickets for follow-up Ï Ï Ï Ticket surveys Ï Ï Advanced ticket searching Ï Ï Ï Define custom fields for tickets Ï Ï Ï Force complete custom fields (agents only) Ï Ï Ï Get Assistance feature for agents Ï Ï Multiple user-defined signatures per agent Ï Ï Ï Enforceable company-wide signature standard Ï Ï Ï Dynamic signature attributes by brand, language, etc. Ï Ï Ï Intelligent ticket routing (via cherry picking, round robin, and service- oriented) Ï Ï Ï Custom ticket distribution options o Ï Ï Ï Tickets assigned to agent 9s brand and/or language Ï Ï Automatic and manual rebalancing of ticket workload Ï Ï Ï Time logging Ï Ï Ï Live Chat Auto-translation in over 35 languages Ï Ï Ï Handle chats inline or as a popup Ï Ï Ï Audible and visual alerts Ï Ï Ï Chat idle time warning levels Ï Ï Ï Continued on next page Features Free Professional Enterprise Transfer chats (to agents, departments, and groups) Ï Ï Ï Cross-associate tickets, live chats, calls, and tasks Ï Ï Ï Automatically suggests related knowledgebase articles Ï Ï Ï View/search chat history Ï Ï Ï Automated responses Ï Ï Ï Live chat surveys Ï Ï Advanced chat searching Ï Ï Ï Define custom fields for chats Ï Ï Ï Force complete custom fields (agents only) Ï Ï Ï Away from Keyboard (AFK) options Ï Ï Ï Get Assistance feature for agents Ï Ï Google Maps and Bing Maps integration Ï Ï Ï Manage chat queues Ï Ï Ï Multiple chat session support Ï Ï Ï Co-chat with other agents Ï Ï Ï Administrator participation without transfer (coaching) Ï Ï Ï Agent chat rooms Ï Ï Agent instant messaging Ï Ï Automatic agent failover Ï Ï Ï Support for alternate agent avatars and identities (aliases) Ï Ï Ï Intelligent ticket routing (via cherry picking, round robin, and service- oriented) Ï Ï Ï Custom chat distribution options Ï Ï Ï Live chats assigned by agent 9s brand and/or language Ï Ï Time logging Ï Ï Ï Calls Track incoming and outgoing phone calls Ï Ï Ï Automatically suggests related knowledge base articles Ï Ï Ï Cross-associate tickets, live chats, calls, and tasks Ï Ï Ï Integration with most VoIP systems Ï Ï Ï Click-to-call functionality Ï Ï Ï Continued on next page Features Free Professional Enterprise Tasks Time logging Ï Ï Ï Assign tasks to agents Ï Ï Ï Visual alerts for overdue tasks Ï Ï Ï Cross-associate tickets, live chats, calls, and tasks Ï Ï Ï Who 9 s On Live monitoring of users on website Ï Ï Ï Filter visitors by brand, page, or any available attributes Ï Ï Advanced visitor and session display in preview pane Ï Ï Ï Integrated with live chat for pushing and inviting of live chats Ï Ï Ï Filtering of users on website Ï Ï Ï World geographic density map Ï Ï Ï Who 9 s On surveys Ï Ï Integrated with events system for automated actions Ï Ï Ï Knowledge Base Embed document links in KB articles and news items (attachments) Ï Ï Ï Embed flash files (.swf) in KB articles and news items Ï Ï Ï Embed media files in KB articles and news items Ï Ï Ï Organize KB articles and news items by brand Ï Ï Ï Edit multiple KB articles concurrently Ï Ï Ï HTML tag stripping tool Ï Ï Ï Set stale dates for KB articles Ï Ï Ï Mark KB articles as needs to be reviewed Ï Ï Ï Mark KB articles as reviewed Ï Ï Ï View statistics for a KB article Ï Ï Ï View unsuccessful KB search queries Ï Ï Ï HTML tag stripping tool Ï Ï Ï Continued on next page Features Free Professional Enterprise Events and Notifications Event-driven architecture Ï Ï Ï Notification profiles Ï Ï Ï Assign actions to events (.e.g. transfers, escalations, notifications) Ï Ï Ï Service Level Agreements (SLA) compatible Ï Ï Ï Automatically launch surveys from events Ï Ï Assign actions to monitored survey results Ï Ï Compatible with SmarterNotify real-time notifications Ï Ï Ï Reporting Summary reports (17 system and 18 agent) Ï Ï Ï Trend reports (26 system and 18 agent) Ï Ï Ï Cost analysis reports Ï Ï Multiple event reports Ï Ï Survey reports by agent, department, or group Ï Ï Custom field reports Ï Ï Scheduled and on-demand email reports Ï Ï Define report favorites Ï Ï Define custom reports Ï Ï Dual-axis charting Ï Ï Ï Administration Agent roles system Ï Ï Ï Define company structure Ï Ï Ï Multiple brand support Ï Ï Hidden departments Ï Ï Ï Assign departments to a specific language Ï Ï Ï Assign departments and agents to specific brands Ï Ï Real-time monitoring of tickets Ï Ï Ï Real-time monitoring of live chats Ï Ï Ï Supervisor monitoring Ï Ï Ï Continued on next page Features Free Professional Enterprise Quality control Ï Ï Ï Monitor live chat rooms Ï Ï Ï Monitor and review individual surveys Ï Ï Ï Optimized database for large volumes Ï Ï Ï Extensibility External providers with custom fields Ï Ï Define custom fields for live chats and tickets Ï Ï Ï Link to third-party databases via external providers Ï Ï Authenticate customer and agent logins via third-party sources Ï Ï Web services allow for integration into other applications Ï Ï Ï Web Interface STInterfaceFramework (standardized skinning and elegant navigation) Ï Ï Ï Optimized AJAX controls provide desktop application performance Ï Ï Ï Multi-language compatible Ï Ï Ï Extensive use of snapping panes Ï Ï Ï AJAX spell-check Ï Ï Ï Rich text editing Ï Ï Ï Mobile Interface Mobile interface functionality Ï Ï Installation Hosted service option (SaaS) Ï Ï Failover functionality 2 Ï Load balancing functionality 3 Ï VPS server installation option Ï Ï Ï Shared server installation option Ï Ï Ï IIS 6.0+ supported/recommended Ï Ï Ï Stand-alone install included Ï Ï Ï Compatible with shared hosting environments Ï Ï Ï Supports MySQL Server 5.0 and higher Ï Ï Ï Supports SQL Server 2005 and higher Ï Ï Ï Implementation in Microsoft .NET 4.0 Ï Ï Ï Portal Interface Features Free Professional Enterprise Tickets Submit tickets through the portal Ï Ï Ï Submit tickets through email Ï Ï Ï Automatically suggests related KB articles during ticket submission Ï Ï Ï Insert attachments (configurable) Ï Ï Ï Capture visitor data (custom fields) Ï Ï Live Chat Auto-translation in over 35 languages Ï Ï Ï Enabled chat links into website Ï Ï Ï Online/offline indication Ï Ï Ï Push webpages Ï Ï Ï Send files via live chat Ï Ï Ï Agent typing indicator Ï Ï Ï Capture visitor data (custom fields) Ï Ï Ï Email and print live chat transcripts (customer side) Ï Ï Ï Customizable chat icons Ï Ï Ï Detect and recover from lost connection Ï Ï Ï Knowledge Base Configure KB articles to be displayed in chosen language Ï Ï Ï Links to alternate translations within KB article Ï Ï Ï SEO-friendly article representation Ï Ï Ï Organized by category Ï Ï Ï Searchable (full natural search support) Ï Ï Ï Private KB articles Ï Ï Ï Social networking (e.g.<br><br> Facebook, Twitter, etc.) Ï Ï Ï Security Define role permissions for agents and end-users Ï Ï Ï Extended pre-defined roles (e.g. everyone, agent, registered user) Ï Ï Ï Continued on next page Features Free Professional Enterprise CAPTCHA support for ticket submission (optional) Ï Ï Ï Anonymous/registered/authenticated user methods Ï Ï Ï News Multi-lingual support for all news items Ï Ï Ï SEO-friendly Ï Ï Ï RSS feeds Ï Ï Ï Social networking (e.g. Facebook, Twitter, etc.) Ï Ï Ï Web Interface Tabbed interface for improved organization Ï Ï Ï Multi-lingual support for all interface text Ï Ï Ï STInterfaceFramework (standardized skinning and elegant navigation) Ï Ï Ï Customizable company logo Ï Ï Ï Google Analytics integration Ï Ï Ï Native .NET 4.0 support Ï Ï Ï Compatible with most popular Web browsers Ï Ï Ï Pages optimized for size Ï Ï Ï 1 SmarterTrack Free Edition contains much of the same functionality as SmarterTrack Enterprise Edition, but is limited to a single agent.<br><br> This is to give you an opportunity to try all of the features out before making a decision on what product to purchase. 2 Requires activation of the SmarterTrack Enterprise with Failover Functionality license. 3 Requires activation of the SmarterTrack Enterprise with Load Balancing Functionality license.<br><br>

less