Who is calling
To speed up the registration of helpdesk cases reported by telephone, Nilex has developed a CTI module, which allows case handler to see who is calling before the phone call is answered and can prepare himself by looking up the earlier cases, both open and closed. That is the main advantage, you can actually see all the information about the client that you have in your database.
An agent gets informed about the customer and does not have to ask so many questions while customer feels like he is already known to an agent. With creating new call log, all user information are automatically added. If the user has questions about earlier cases, an agent can simply click on a case to open it. All that leads to faster customer management.
CTI contains line chart graph with simple view of all important information. Graph shows the visual representation of data with the amount of the logs distributed in the selected time interval. CTI is integrated with Panasonic switchboards, Tele2, Telavox, Lync (Skype for business) and Skype.