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.
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!