IVR & IP-PBX Voice Integration

We can improve efficiency and develop strong, loyal customer relations with our IP-PBX and Interactive Voice Response (IVR) Integration capability, which extends the functionality of our SMART Suite ITSM software products by making them accessible over the telephone.

Key Features :

• Computer Telephony Integrations screen pops at service desk allows you to validate customer/contact information, bring the details of open ticket in a dashboard, when the customer calls your call center/service desk.
• Each Service desk agent will have his own personalized digital dashboard.
• Automated Ticket Creation can be done using Interactive Voice Response system feature in your call center system.
• Automatic Status Updates can be availed either using Emails/SMS/phone calls.
• Automatic Ticket Closure of Incidents and Service Request is possible if customer does not respond to the proposed resolution.
• SMART Suite ITSM System can be integrated with major IP-PBX/IVR technologies from Cisco, Alcatel &Nortel and other major vendors.