The standard Service Desk package comes configured with:

• 3 prioritized Queues.

  • Additional queues can be configured for a charge.

• 20 Agents

  • Additional Agents can be added. POA.

• Individualized business message on each Queue¹

• Ability to add/remove an adhoc message to notify clients of specific events/incidents.

• Custom programmed 2 level² IVR with up to 3 menu items at each level to help stream and prioritize inbound calls.

• Built-in Music on hold (no external music source required).

The Service Desk package can also be integrated into your existing business systems to perform such actions as 'validating that a client has a support contract in place', before putting them through to the support queue (additional charges apply).

The Service desk package includes ability to have a default welcome message for each queue as well as the ability to record an ad hoc message during system outages. The cost of creating the welcome message is not included in the price however we can quote on request.

The Service Desk package includes web based reporting software which provides reporting on a number of key areas:

• complete overview of all outgoing calls and incoming calls to your queue

• complete overview of all taken and lost calls

• graphical and table based representation of the quality of service provided to your clients

• overviews of call time, ring time and call transfers.

• Report selections can be made on

  • any chosen period of time

  • any group

  • agents

  • date

  • hour

  • weekday

• The system can generate PDF reports for the selected statistics

• The system can export the main tables in CSV files