Sitehelpdesk.com has recently unveiled CTImonitor, a computer telephony integration (CTI) module that allows users to dial direct from applications and to identify incoming callers.
Using customers’ own CTI servers and phone systems, the module has been developed to work with Sitehelpdesk.com’s existing products and integrates with Microsoft Office. It allows the user to recognise incoming callers, providing a pop up display of the customer’s details and a direct link through to the helpdesk to start logging the support request as soon as the phone is answered or to quickly access existing support tickets.
Bryan Taylor, managing director, Sitehelpdesk.com, explained, “It’s becoming increasingly important to streamline processes while still improving efficiency and productivity, and that also applies to IT support departments. Our latest module is designed to complement web interfaces and make service-desk teams more efficient to ensure that telephone calls are dealt with as quickly as possible.”