LANDesk Service Desk Computer Telephony Integration - maintenance (1 year) - 1 server
Mfg # SDSTISVR-M
CDW # 5007908
| UNSPSC 43232805
Know your gear
LANDesk Computer Telephony Integration software provides integration between LANDesk Service Desk and compatible telephony systems. It enables analysts or customer service agents to identify the caller before answering the phone, perform actions while on the phone, or initiate outbound phone calls directly from existing incidents, requests, problems, or changes.
Making relevant case and customer information immediately available to an analyst or customer service agent upon engaging in an inbound or outbound telephone interaction increases call handling speed, accuracy, and quality, and improves customer service and satisfaction.
Analysts and customer service agents spend considerable time receiving calls, recording the details, and then dealing with the actions that arise from those calls. Traditionally, they must answer the phone, determine who is calling and what is required, and then carry out those actions. These tasks often require the analyst or agent to look up facts reactively and run queries based on information provided by the caller - activities that typically extend customer waiting time and call duration.
Making relevant case and customer information immediately available to an analyst or customer service agent upon engaging in an inbound or outbound telephone interaction increases call handling speed, accuracy, and quality, and improves customer service and satisfaction.
Analysts and customer service agents spend considerable time receiving calls, recording the details, and then dealing with the actions that arise from those calls. Traditionally, they must answer the phone, determine who is calling and what is required, and then carry out those actions. These tasks often require the analyst or agent to look up facts reactively and run queries based on information provided by the caller - activities that typically extend customer waiting time and call duration.