eManageIT's
innovative, intuitive helpdesk management software, Call Manager,
assisits IT Managers, Customer service managers and Helpdesk
co-ordinators to improve end user support experiences while
improving service level adherance and simplifying support
staffs ticket logging processes.
Call Manager allows support administrators to effectively
map thier own internal processes. Call Manager then informs
relevant engineers and ensures that issues and requests
are dealt with (or escalated), within the time allotted.
Call Manager communicates with staff through email, SMS
(cell phone) text messages and pager integration.
Automated escalation: calls are assigned to specified
engineers and escalated dependant on customer, issue, time/shift
and SLA requirements - inform up to 8 people on any event.
Customization: Customization is included when you purchase
Call Manager. Call Manager is tailored to meet each customers
unique requirements.
Improve productivity: an integrated, searchable, knowledge
base means that when a call has been resolved once, knowledge
is retained and available to all engineers for future use.
Track call histories: identify issues which recur frequently
- group calls by individual servers or products and take
steps (replacement, re-design, training etc.) to reduce
future occurances.
Access control: graded groups of users can be permitted
access to selected areas of the application. Customize access
for user or customer groups, engineers levels, management
etc.