A corporate helpdesk is similar to a contact center but usually serves internal customers such as the different departments of a company. It can play an important role in expediting solutions and monitoring trouble tickets in the company. Although, it is not uncommon for small helpdesks to entertain customer inquiries and complaints.
Key Benefits of the IAC Feature in ICMS
Built-in Multimedia Softphone - No need of bulky hard phones on your desk because with the ICMS Interaction Center comes a multimedia softphone with advanced communications features such as video, instant messaging and even SMS.
User and Group Management - Supervisors and Managers can issue Helpdesk features based on the policies created for each user or user-group. Managers can create, disable, assign, edit, and define user accounts and groups appropriate so that the corporate teams can single out a central resource if a problem needs to be resolved or monitored such as an on-going IT service migration or interruption.
Email, IM and Fax Client - helpdesk agents can respond to "inside-client" requests through email, instant messaging, SMS or fax. The chat client will also serve as a presence indicator as it will alert all online staff members of those who are currently logged on and therefore may be available for contact.
Personalization - Every administrator and staff member can manage their profiles and accounts so feature preferences can be set.
Script Management - Most often than not, emails and inquiries received by the helpdesk are standard questions that customer ask. Providing helpdesk agents with quick responses using ICMS IAC Script Manager helps in delivering accurate answers to queries.
Plug-in Architecture - The iCMS IAC offers a plug-in architecture that enables you to add other contact management applications such as a survey client or a CRM if you wish to purchase them at a later time. These plug-ins are part of the iCMS platform and can be added to existing IAC Help desk installation.
Preview Dialing - the user has the ability to look at the lead information before initiating the call by simply clicking on the Dial Next button.
Progressive Dialing - the system automatically dials the next number on queue after the user is done with lead disposition. This dramatically increases productivity and removes "idle time" from the calling process.
