iET® Connect
iET Connect is a quick and cost effective solution that allows the direct integration of CTI functionality with iET® ITSM.
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FEATURES
FEATURES
FEATURES
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BENEFITS
BENEFITS
BENEFITS
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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
This datasheet is about iET Connect that allows the direct integration of...
This EMA impact brief takes a closer look at the CMDB/CMS solution offering of iET Solutions. “iET Solutions stands out as being compelling for a true CMDB solution from cost, administrative, and functionality perspectives, especially when integration into other product environments is key… iET Solutions’ strengths in asset management through its own portfolio and third-party integrations are outstanding.“. See full details by downloading the vendor report.