iET Connect Solution

iET Connect is a quick and cost effective solution that allows the direct integration of CTI functionality with iET ITSM.

Features and Functionality:

• iET Connect is platform neutral and a highly flexible universal interface for various telephone systems eliminates additional work for adapting or integrating systems
• The control of the telephone via CTI is completely integrated with iET ITSM, so there is no need for an external application on the user’s PC.
• Mapping business processes on the basis of workflow enable incoming inquiries to be routed to the responsible or available assistant, who then has immediate access to current customer data.
• Easy activation of current ACD systems (Automatic Call Distribution).

Key Benefits:

• Tight integration with iET ITSM provides the service desk quick and easy access to standard telephony functions from within iET ITSM, increasing productivity and ensuring a complete audit trail for all calls.
• Improved service levels and rapid follow up can be achieved through inbound telephony capabilities. The audit is updated whenever a customer attempts to contact the Service Desk; therefore, he can be called back immediately.
• Increase response times through effective outbound telephony, with the ability to dial a contact’s phone number with only a click of a button.
• Faster resolution is possible through the embedding of CTI buttons on any form within iET ITSM. The Service Desk can quickly resolve a caller's incident through direct integration with iET ITSM Knowledge Management's organically grown knowledge database.