Service Desk Express Computer Telephony

Good service starts when someone picks up the phone. Service Desk Express™ computer telephony integration (CTI) for Service Desk Express streamlines the process and ensures that your service is fast and personal. When integrated with Interactive Voice Response (IVR), Service Desk Express provides screen-pops based on the customer's menu selection. It instantly displays the customer information to the help desk analyst, which reduces talk times and improves service.

Cuts Abandon Rates
Cutting seconds off of each call makes a big difference. Service Desk Express telephony integration automatically identifies customers and pops their information to the screen, reducing call length and allowing your service representatives to respond to more calls.

Improves Service
Personalized service makes good customer service great. A screen pop containing the help desk form, pre-populated with client information, appears on the service representative's screen as soon as they answer the phone. This allows agents to address clients by name.

Increases Productivity
Save time when transferring calls between agents. Service Desk Express offers a screen pop forwarding feature which allows users to transfer calls and customer information to another agent without having to start from scratch.

Screen Pop
Automatically displays forms complete with the customer information on each service representative's desktop. Select any form in the Service Desk Express system, including customized forms developed for your business.

Caller Identification
When a customer calls the help desk, their phone number is passed to the Service Desk Express  telephony server and referenced in the database to determine the caller. A screen pop containing the help desk form, pre-populated with the customer information, appears on service representative's desktop.

Instant Messaging
Service representatives can communicate via instant messaging when they transfer calls and customer information. Real-time chat enables agents to collaborate on customer issues and resolve problems quickly and efficiently.

Interfaces with IVR Systems
Service Desk Express utilizes a standard public screen pop that easily integrates with Interactive Voice Response (IVR) applications. Depending on the customer's selection from the IVR menu, Service Desk Express l will present the appropriate form to the agent.

Pop a Different Screen for Each Group
Service Desk Express offers powerful drag-and-drop customization which allows you to develop forms that are customized to your business's unique requirements. With Service Desk Express you can extend that flexibility and pop a different form for each call group, such as help desk, customer support, or even purchasing.

Customizable Lookup
Service Desk Express is designed to be flexible and easy to customize. You can select the view and column to use for database lookups such as Client ID, phone number, or incident number, based upon your specific business needs.