Next4biz is a multi-channel solution. It enables you to listen to your customers in all communication channels, including self-service, email, phone, chat, social media, and text message. You can add more channels using next4biz’s integration layer web services. Next4biz is also an omnichannel solution because, in next4biz, you communicate with your customers as if there is only one channel. Whichever channel is being used, next4biz helps you identify the customer and be aware of his previous communications which have taken place in other channels. Through next4biz, you can design separate workflows for different types of resolution processes. Therefore, the corresponding workflow will be initiated depending on the ticket category, customer segment, priority or any other attribute. Workflows may have many steps to be followed in a sequence and in each step different actions may be initiated. By the way, you do not have to have a workflow for every category. The point of workflow is to gain efficiency for repeatable actions. The same category of tickets will be handled in the same way regardless of which users are handling them. Service levels and escalation hierarchies can also be defined for each category or workflow step. So whenever a delay occurs, the corresponding manager within the escalation hierarchy will be notified. If the delay persists, the ticket will be escalated to a higher level.