iET® Connect

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

  • FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
  • BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
  • RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES

FEATURES

  • 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).

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.

RESOURCES

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This datasheet is about iET Connect that allows the direct integration of...
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