Service Level Agreements (SLAs) are commitments given to customers in relation to the product or service being provided. If breached, not only are organizations expected to compensate through penalties and credit fees, but they can also face a significant dip in brand reputation and loss of customer trust. This is why preventing SLA breaches is a top priority for any customer-facing organization. To stay on top of breaches, agents traditionally check the ticket status of each incident manually.

While originally a crisis response to enable business continuity, flexible work options are starting to define the modern workplace. Organizations around the world were thrust into digital transformation almost overnight, but it looks like the trend of remote working arrangements is going to continue in 2021.