Allows for an unparalleled level of application, systems and network integration, effectively leveraging the capabilities of the help desk. Flexible and robust 3 rd -party integration with leading network management tools enable you to manage your entire infrastructure and leverage your investment. User has control and choice over the most efficient means of implementation and accessibility. Telephony Integration Robust, bi-directional open API for integration with virtually any telephony environment, including CTI, IVR, VRU, etc, supporting both inbound and outbound environments. Enhances call center productivity by providing analysts with vital customer information before actually handling the call.
Users can access help desk functionality from anywhere in the world remotely.
Administration Centralized Administration Unicenter TNG Framework provides business process views of the help desk, including server and client elements. Allows administrators to monitor, control and manage all critical aspects of help desk operation from one central location. Standard and Customized Reports Provides comprehensive, customizable activity reports in all aspects of help desk management and activity Allows help desk managers to measure service performance and activity levels. Allows administrators to customize call screens, security levels and database fields. Easily meets the individual requirements of an organization.