Sitehelpdesk.com is launching a computer telephony integration (CTI) module designed to screen-pop customer details onto the helpdesk agent’s screen, potentially reducing call lengths and providing an improved, personalised service to users.
Launching at the Service Desk and IT Show, CTImonitor integrates with Microsoft Office and existing telephony systems, linking each call with the associated user records and history. Outgoing calls can be made via the built in phone book, and missed calls are identified and logged in a call history list.
“It’s becoming ever more important to streamline processes while still increasing efficiency and productivity, and for support departments the story is no different. Our latest offering is designed to compliment the web interfaces and make service desk teams more efficient to ensure that telephone calls are dealt with as quickly as possible,” commented Sitehelpdesk’s managing director Bryan Taylor.