PeterConnects ServiceDesk is an economical solution for organizations who want to provide a function such as a help desk or service desk for their employees, customers, or partners. PeterConnects ServiceDesk offers rich functionality at a very attractive price and is very easy to use.
ServiceDesk allows users to distribute incoming calls quickly and efficiently – based on the number of the caller, the called number, or given a specific cycle – such as first available agent, longest idle agent, or on a rotational basis. Users can also record a message to alert out of hours callers to the service hours and forward the call to voicemail or to an alternative internal or external telephone number – to ensure no calls are ever missed.
Attendant is currently available for Cisco.
Individual and team availability
Understanding team members’ availability enables efficient call handling and proper team workload management. Individuals can set their own availability status and understand who is on call within their team. This allows for the proper planning of breaks when a sufficient number agents are available to manage the call volume and to ensure the maximum agent coverage at peak periods.
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Call agents are busy people, so providing them with a solution that’s easy to use is key to ensuring more calls are answered quickly and efficiently.
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Functionalities
PeterConnects ServiceDesk
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Cisco
Microsoft
Functionalities
Call distribution
Handling calls outside of business hours
IVR selection
Simple to use
Detailed information
Queue visibility
Reachability of individuals and a team
Rich customer data
Real time reporting
Available languages
Call distribution
Distribute incoming calls quickly and efficiently based on the number of the caller, the called number or based on a specific cycle such as first available agent, longest idle agent, or on a rotational basis.
Handling calls outside of business hours
Out of business hours, record a message to alert callers to the service hours, or forward call to voicemail or an alternative internal or external telephone number – to ensures no calls are ever missed.
Queue visibility
PeterConnects ServiceDesk collects statistics for all incoming calls. This provides a rich view of team and individual agent. Information can also be displayed on a wall monitor, so that agents can see information such as the number of calls in the queue, waiting time, and length of calls. Management can use this same data to improve overall performance and ultimately, their customer service.
Real time reporting
Provide managers with data that will help them ensure quality customer service. PeterConnects ServiceDesk’s real-time reporting provides a clear overview of workloads and both team and individual performance.
Perfect For Every Organization
If you’re looking for a high-performance communications platform – which your customers will love – then take a look at what ServiceDesk has to offer. The benefits include:
Dutch, English, German, French, Italian and Spanish versions.
An economical solution for organizations
Offers rich functionality
Visibility of individual and team availability
An informed call agent provides better customer service. Empower call agents with customer data –straight from the company’s existing CRM systems. Populate the ServiceDesk customer data card with rich information about the customer and a history of their interactions with your organization.
