SupportCenter Plus - Product Roadmap (Version 1.1)

Previous features marked with three status : Completed, Rescheduled, Deferred  
Note: This is only a tentative schedule.  The implementation of feature(s)
may vary based on internal priorities and time.
( Last Updated : 16 Mar 2009 )

Q2 2009

Chat Integration (Rescheduled)

  • A chat interface embedded into the customer portal
  • Ability for customers to chat with Support Reps online
  • Ability to convert the chat conversation into a new request or attach it to an existing request as a conversation

Computer Telephony Integration (CTI) (Rescheduled)

  • Support for Avaya
    • Screen Pop - Displaying the caller information to the Support Rep when a call comes in.
    • Soft Phone Functionality - Pick calls, Click to Dial from the interface

Customer Portal Enhancements  (Deferred)

  • A simple url for the portal like http://server_name/portal or http://server_name/support

General Enhancements

  • Search enhancement for all modules (Rescheduled)
  • Text Editor enhancement across the application. (Deferred)
  • Display the date based on the timezone of the logged-in user (Completed)

Security & Performance Enhancements (Deferred)

  • Improving on the password strength mechanism for all users
  • Moving to higher versions of tomcat & mysql
  • Moving request description from database to files.  This would enhance the performance in request info retrival and also the backup & restore process.

Request Enhancements

  • Ability to suggest solutions when creating a new request (Completed)
  • Ability to configure the print options - what to be included, the order etc (Rescheduled)
  • Ability to auto-cc a set of members per account, who may or may not be part of the SupportCenter during request events (Rescheduled)
  • Ability to navigate to the Next/Previous requests from the request view page (Rescheduled)
  • Ability to pull up a solution in the Request Reply text editor (Completed)
  • Ability to "Add Request & Close" from Request Creation screen for adding a request & then setting the status to close in one action

Contracts, SLAs & Time Entry Enhancements

  • SLAs based on Response time (Completed)
  • Different rates during operational hours & non-operational hours, weekends, holidays etc (Rescheduled)
  • Ability to mark entries as billable or non-billable & report based on them (Rescheduled)
  • Changing rate/hr when entering the time entry (Rescheduled)

Account & Contact Enhancements

  • Autoassign contacts to Accounts based on email domain (Rescheduled)

Q3 2009

General Enhancements

  • Support for connecting to SupportCenter server through mobile devices.  This would help field technicians to check their requests and act upon them remotely (Deferred)
  • Capturing the first name & last name of the users and including the appropriate one in the notifications (Deferred)
  • Changing to a better Calendar interface for better usability (Rescheduled)

Calendar Integration (Rescheduled)

  • Outlook Integration
  • Daily/Weekly/Monthly view of information
  • Ability to determine Support Rep availability on a particular date or during a time period
  • Shared calendar for team work
  • Enhancements to the Reminder section
  • Import & Export in the iCal format
  • Ability to set reminders, follow-up tasks from every module

Request Enhancements

  • Enhancing the "Last Updated" field to reflect any user action on the request. (As part of Quality release.  Rescheduled)
  • Option to record the "Last Action Performed" on the request and report based on it (Rescheduled)
  • Ability to add account notes from the request screen (Deferred)
  • Ability to retrieve deleted requests (Trash View) (Deferred)
  • Ability to define rules to automatically assign Support Reps to requests based on various factors like the Support Rep load etc. (Rescheduled)

Account & Contact Enhancements (Deferred)

  • Bulk edit for account & contacts
  • Ability to select customer groups and send mass emails
  • Ability to define Support Reps as Account Managers
  • Ability to disable login of contacts

Survey Enhancements (Deferred)

  • Ability to define multiple surveys
  • Ability to analyze surveys better

Report Enhancements (Deferred)

  • Provide more reports that display the KPIs (Key Performance Indicators) for each module
  • Reports where parameters are dynamic & got at the time of running the report
  • Reports to be run on last n days.
  • Top N, Highest N, Least N, Lowest N options when running reports
  • Defining the layout (where the entities like header, footer, data, chart etc) of the reports

Dashboard Enhancements (Rescheduled)

  • More information & alerts on the dashboard