Name: Sunrise Customer Service Management
Author: Sunrise Software Ltd.

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Service Mesh

Development

Alumni Management

School Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Cost Management

Cloud Storage

Database Performance Monitoring

Email Verification

Fraud Detection

IP Address Management (IPAM)

IT Asset Disposal

Integration Platform as a Service (iPaaS)

License Management

Low-Code Development

Managed IT Service

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

Network Simulation

NoSQL Databases

Rack Servers

Tape Storage

Wireless LAN

Workload Automation

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Digital Rewards

Email Marketing

Marketing Automation

Online Proofing

Screen and Video Capture

Social Media Management

Survey & Forms Building

Video Editing

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Consulting

Sales

API Security

File Integrity Monitoring

Security Orchestration, Automation and Response (SOAR)

Security

Animation

Construction Management

Debt Collection

ID Card

Last Mile Delivery

Municipal

Vertical-Specific

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Sunrise Customer Service Management is a service management software solution designed by Sunrise Software Ltd. According to the vendor, it aims to assist organizations in delivering services and managing business processes. The software is suitable for companies of all sizes, from small businesses to large enterprises. It is utilized by various professions and industries, including IT service providers, managed service providers, public sector organizations, healthcare institutions, and educational institutions.

## Key Features

**Incident Management**: According to the vendor, the software allows efficient management and resolution of incidents reported by customers or end-users. It provides tools to track the status and progress of incidents from creation to resolution. Incidents can be assigned to appropriate support agents for timely resolution.

**Problem Management**: The software helps identify and address the root causes of recurring incidents, as stated by the vendor. It offers analysis of trends and patterns to proactively prevent future incidents. A knowledge base of known errors and workarounds can be maintained, and collaboration with teams is facilitated to investigate and resolve problems.

**Change Management**: According to the vendor, the software enables planning, scheduling, and implementation of changes to IT infrastructure and services. It assists in assessing the impact and risks of changes before implementation. A change calendar is available to avoid conflicts and ensure smooth transitions, and all changes can be tracked and documented for audit and compliance purposes.

**Knowledge Management**: The software allows the creation and maintenance of a centralized knowledge base of articles and solutions, according to the vendor. It provides self-service options for customers to find answers and resolve issues. Agents can quickly access relevant knowledge articles during incident resolution, and continuous updates and improvements can be made based on user feedback.

**Service Level Management**: According to the vendor, the software facilitates the definition and management of service level agreements (SLAs) with customers. It allows monitoring and reporting on SLA performance and compliance. Response and resolution time targets can be set for different types of incidents, and automated calculations and notifications can enhance service delivery.

**Self-Service Portal**: The software empowers users to raise new incidents or requests and search for solutions, as stated by the vendor. Real-time status updates on existing issues and service outages can be provided. Simple solutions to common problems can be published for self-help, and access to information within the service desk can be controlled based on user roles.

**Announcements**: According to the vendor, the software enables the publication of important announcements and updates to staff and end-users. Announcements can be targeted to specific individuals, groups, or the entire company. Supporting documentation can be attached to provide additional information, and future publish dates can be set with automatic expiration of old announcements.

**Gamification**: The software offers gamification techniques to engage, motivate, and reward service desk staff, according to the vendor. Badges can be awarded for exceptional customer service and support achievements. Agents can level up based on their experience and contributions. Challenges and leaderboards can be created to encourage healthy competition.

**Reporting and Analytics**: The software allows the generation of performance statistics and reports for analysis and decision-making, as stated by the vendor. Key metrics such as incident resolution time and customer satisfaction can be tracked and measured. Reports can be customized based on specific requirements and filters, providing insights into service desk performance and identifying areas for improvement.


Sunrise Customer Service Management is a help desk / ticketing platform, handling the entire service lifecycle.

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Free

Sunrise Customer Service Management

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Sunrise Software Ltd.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Sunrise Customer Service Management

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What is Sunrise Customer Service Management?