Custom Helpdesk Solutions |
IT-CNP offers a variety of customized helpdesk solutions
available for both Commercial off the shelf (COTS) an custom
applications. We also specialize in completely
outsourced multi-solution infrastructure helpdesk and call
center services specifically tailored to federal, state and
local government needs, as well as K-12 and higher
educational institutions.
IT-CNP's custom helpdesk solutions server as the foundation
for a total customer service solution custom designed for a
specific application, system or organization. Our call
center is built upon modern innovative automatic call
distribution (ACD) and call routing technology. It offers a
suite of call routing and resource selection capabilities
designed to help helpdesk personnel handle calls more
effectively and boost the overall level and quality of the
call center's productivity.
Our custom helpdesk solutions deliver the following
benefits:
Delivers more consistent, personalized customer service
Provides maximum flexibility in routing decisions
Matches customer service skills with caller needs
Significantly reduces costs while increasing efficiency
Improve effectiveness by supporting agent specialization and
consolidation.
Allows for rapid service setup and customization
IT-CNP's call routing technology offers conditional incoming
call routing and distribution that makes use of
context-based inputs and versatile distribution selection
capabilities that assist the caller to reach necessary
resources quickly. Inbound calls can be configured to
connect with the first available agent, or execute live call
volume analysis and route the call to the least busy agent
within a fraction of the second.
To deliver the most effective coverage at a cost-effective
price, our helpdesk services are available in the following
coverage options:
|
Coverage Type |
Coverage Timeframe |
|
East Coast Coverage |
8:00 a.m. - 6:00 p.m. EST |
|
U.S. National Coverage |
7:00 a.m. - 10:00 p.m. EST |
|
Global 24/7 Coverage |
24 hours per day |
Our custom helpdesk solutions are consistently reviewed
utilizing system real time and historical reporting
functionality to analyze call volume trends, call resource
requests and customer service overall performance.
Contact us for more information how we can improve or
seamlessly integrate into your current helpdesk organization
or become part of your call center extension.
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