Contact Centre for Helpdesks

The traditional contact centre has changed from the large box buildings with rows and rows of agents to more informal, departmental or even helpdesk environments.

Enghouse Interactive Contact Centre for Helpdesk solution offers a total solution for businesses that want to boost their departmental, helpdesk performance and improve customer satisfaction. Managers will have the tools and information they need to improve customer response times, control costs and proactively manage their team’s performance.

DMG 1# Deliver an outstanding customer experience

In a recent DMG Study, businesses highlighted that their service goals for this year is to “Deliver an outstanding customer experience”. Therefore, regardless of where you are based within a business customer service is important.

Within the introduction to UC Platforms such as MS Lync or Cisco Jabber, businesses are more connected than leverage your UC investment into your customer interactions for greater efficiencies and deliver outstanding customer experience

Get the basics right.

How long does it take you to answer phone calls and emails?
Are they going to the right people the first time or is there double-handling going on?
Are you leveraging your CRM or service management application to its full potential?

Our Helpdesk solution not only queues and routes calls and emails to the most appropriately skilled person, it can automatically screenpops customer records in your applications to reduce handling time.

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Benefits

Gives helpdesk managers the tools and information they need to improve response times, control costs and proactively manage their team’s performance
Queue and distribute calls and emails to the most appropriately skilled person, and automatically display customer records in your applications to reduce handling time
Priority routing ensures that your most important customers and tasks get attended to first
Manage the overload by providing announcements that inform callers about planned outages and known issues
Make informed decisions based on up-to-the-minute information displayed on your desktop or mobile device

See it in action

As an example learn how you can manage your IT Helpdesk effectively

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Enables management to monitor performance in real-time as well as through useful management reporting.
Keno Kozie Associates

Enghouse Interactive Helpdesk Solution

The helpdesk solution is an out the box easy to install and configure fully featured solution that helps you to reduce infrastructure costs, improve response times, monitor and measure performance from anywhere at anytime.

One of the many challenges faced by helpdesks is the constant pressure to do more with less. So how do you process more calls and emails, without adding staff, and capture the ones that currently get lost or go unanswered?

You introduce intelligent queuing. If your helpdesk is struggling to manage the volume of incoming calls and emails, it’s time to apply some smarts to how you handle them. Skills based routing, in-queue announcements, real-time monitoring and reporting can be applied to both voice and email communications so you can service your customers more efficiently.

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Help you optimise your people’s productivity and improve response times by automatically queuing and delivering workflow activities. Skills based routing can be applied to these activities, in the same way it is used to direct calls and emails, to ensure that critical helpdesk tasks are distributed to the most suitable team member for the job.

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Gives helpdesk managers and their staff a real-time picture of helpdesk performance – simplifying the monitoring of helpdesk activities and allowing bottlenecks to be addressed before they impact on customer service. Instantly see how many calls, emails and trouble tickets are waiting and who in your team is available to respond to them.

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Leverages your CRM or Employee directory so you can offer superior customer service. Our helpdesk solution integrates with your outlook directory and the most popular CRM and service desk applications on the market, including Microsoft® Dynamics, Salesforce.com and Remedy, to help you process calls and emails more efficiently

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Age of Interruption

Connected Enterprise