Description
“Contact Center Ticketing via IP Phone” allows call center agents to log customer’s call purpose through Cisco IP Phone, in addition to providing a rich reporting module on clients and their problems.
Features
User friendly
web interface which facilitates adding pre-defined call purposes.
Call purposes
can be imported from excel sheet.
A Cisco IP Phone Service
which allows the agent to select the call purpose for the caller from the predefined lists.
Rich reporting module
providing the user with predefined generated reports including
- A report for total number of calls for each call purpose
- A detailed report including customer numbers and their problems
Many report styles are available
Enabling the user to apply his own style by choosing the report's color and uploading his logo.
Report production
as PDF, RTF, XLS, CSV or HTML.
All reports can be previewed before generation.
Manual/Automatic synchronization
with Cisco Unified Communications Manager.
Manual/Automatic backup
for application database.
E-mail notification
if any unexpected behavior of the application occurred
Web based administration interface with different privileges.
Benefits
Increase Revenue:
- By Logging Customer problems in a very fast way on the IP Phone for faster problem solving
Decrease/Manage Cost:
- Use IP Phone to log problems instead of using papers or another costly applications on the PC
Enhance Productivity:
- Save agents time & efforts for better work force utilization