Call Centre Management for IBM Lotus Notes Domino

Have all of your support centre staff working from the same page.

The right job for the right staff

Call Centre & Incident Management provides you with the tools to help your Help Desk provide excellent customer service or after sales service, vital for customer retention.

• Provide quality front-line customer service and problem tracking
• Improve response times, empower staff, and meet agreed service level agreements through automatic call prioritisation and escalation
• Ensure consistency in response to common customer problems
• Improve awareness of enquiries, service calls, complaints and other customer calls
• Track and manage customer issues effectively
• Easily share data between different departments
• Conduct quality reporting on customer product issues
• Facilitate liaising between Customer Service and Sales teams.

Manage Helpdesk calls efficiently to the highest standards and maintain service level agreements. Call Centre & Incident Management empowers your customer service help desk to quickly and easily resolve problem calls and handle call enquiries when they happen.

The skills matrix function routes the type of problem to the call handler who is best suited to resolve the situation.

The various report views provide management with the ability to conduct Service Desk / Help Desk costing analysis, provide full audit trails and analyse customer calls by status, handler, location and more!

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