iET Connect is a quick and cost effective solution that allows the direct integration of CTI (computer telephony integration) functionality with iET ITSM.
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.
Response times are increased 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.
iET Connect is supported up to iET® Enterprise Technology 15.x.
Platform-neutral interface
A highly flexible universal interface for various telephone systems eliminates additional work for adapting or integrating systems.
Telephone control via CTI
Fully integrated with iET ITSM, no external application is required on the user’s PC.
Mapping of business processes on a workflow basis
Incoming inquiries are routed to the responsible or available assistant, who then has immediate access to current customer data.
Easy connection of current ACD systems
ACD (automatic call distribution) procedure calls from the iET ITSM client are analyzed by the CTI server, missing data is located in the database, processed, and passed to ACD.
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