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SCM oneTouch is your integrated solution for more effective call management and IVR Incident/Ticket Creation. This solution will drastically decrease the amount of time required to create tickets by help desk staff and will increase accuracy as it automatically creates the ticket in your Service/Help Desk system with the correct caller information and IVR recorded description of the issue. |
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Preliminary testing has shown up to a 75% decrease in call time required to create a Ticket with improved data accuracy. |
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Key Benefits
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Profile Popup
| When a customer calls in, based on the incoming phone number, the analyst has oneTouch access to the incoming callers profile. This is used to populate the Affected End User field in the new ticket or with the click of a button to launch the Profile Browser with a screen pop in Service Desk. |  |
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Ticket Popup
| When a customer calls in, the analyst has oneTouch access to create Incident, Request and Issue tickets. Tickets created VIA oneTouch will automatically be popped up on the logged in analysts Service Desk screen. |  |
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Analyst Login
| When an analyst logs into his/her phone, tickets created will automatically be populated with the correct initiated by data. |  |
Self Service IVR (Interactive Voice Recording)
| When a customer calls and gets an all analysts are busy type message, they can have the option of creating a self-service ticket over the phone against specific Incident/Request Areas and leaving a detailed message of the description attached to the Service Desk ticket. |
