Enghouse Interactive offers a voice-only call center and helpdesk solution that is scalable and easy to install. It helps organizations manage their internal and external customer interactions fast, intelligently and efficiently, maximizing resources and increasing customer satisfaction.
Incoming calls are allocated based on predefined criteria, such as availability, priority and skill level, so callers are connected to the right person straight away.
The Helpdesk solution is an excellent, low-cost alternative to a fully featured, multi-channel contact center. It has been deployed by hundreds of customers who require helpdesk functionality but do not want to invest in expensive consultation or customization.
The solution supports up to 200 agents per server and can be installed quickly and easily on the same server as the operator console. Whether managing an internal helpdesk, customer service center, or sales department,our helpdesk solutions help organizations provide the best possible customer service, every time.
Our console for helpdesk is the perfect interaction management platform for organizations that need to help their departments or teams to answer incoming calls intelligently and efficiently.
It can be used to power helpdesks, customer service centers, sales departments or call centers, where capabilities such as intelligent routing, agent log on/off and management reporting are vital in providing internal and external customers with the best possible service.
The solution has a simple user interface that comprises telephony functions, queue information, real-time performance statistics and a message board for supervisors to relay important information. The discrete toolbar provides the right amount of functionality for the user and leaves the desktop clear for other business applications.
Calls are allocated to agents based on predefined criteria, such as availability, priority and skill level. Calls are distributed and prioritized based on specified business rules, and are routed into pre-defined queues when agents are not available.
Understanding your customers’ needs is vital for providing outstanding service. Helpdesk Edition provides completion codes that enable managers to track information relating to each call, such as source of the enquiry, the product or information a caller was interested in. To ensure that agent activity and availability is accurately monitored, codes can be input when agents log off. These statistics also help with accurate resource planning.
Many agents find they need to transfer calls or provide customers with additional information. The intuitive interface provides links to useful URLs such as web pages or the operator console directory to search for contacts quickly and easily.
The links can be configured by queue so that only information relevant to the current call is displayed and directory access can be restricted to agents that need it. For added ease of use, Click-2-Dial allows agents to make calls from the directory by simply clicking on telephone numbers .
Agents, supervisors and managers can only ensure that service levels are maintained if accurate performance data is available. The Helpdesk Edition provides over 250 reports based on different levels such as helpdesk, queue, and individual agents, and both historical and real-time performance data.
