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Virtual Desk

Support and management center

Unified mailbox management

HelpDesk tool specialized in the unified management of mailboxes, for the BackOffice services of our customers; allowing to manage all support mailboxes from a single view, assign tickets to each agent or group through configurable rules, ensure compliance with SLAs and improve the knowledge and quality of customer service.

  • Helping the end customer and knowing their needs.
  • Sharing information among agents.
  • Manage requests received through different communication channels...

Main benefits:

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Unified management

Centralizes all requests, making it easier for agents to organize their work.

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Better customer service

Knows all customer information, regardless of the service channel.

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Multichannel

Multi-channel integration of requests received from different channels.

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Efficiency and integration

Defined, guided processes that can be easily integrated with other systems.

Unified ticket management

  • Management of all support mailboxes, from a single view.
  • It allows the configuration of different types of tickets, and the corresponding data entry flows and interfaces.
  • Notification to agents, in real time, of new requests received.
  • Management of support groups and agents.
  • Assignment of agents or groups, manually or through configurable rules.
  • Views (usual searches), configurable per agent.

SLAS management

  • SLA: Ticket resolution time.
  • Configurable by ticket category: incident / query.
  • Ticket sorting by SLA time in the agent display.
  • Summary of tickets close to maturity and overdue.

Customer Relationship Management

  • The customer view allows the traceability of the actions performed for a customer, regardless of the support contacted and the channel used.
  • Management of multiple contacts per customer.
  • Personalization of contact and customer information.
  • Customer searches based on contact.
  • Improvement in the quality of customer service.

Integration with other tools

  • Connection interface to other tools, which allows sending certain requests to specialized tools.
  • The agent can track the derived requests through the unified ticketing interface.
  • Virtual Desk provides access to the status of the request.

Integration with other tools

  • Connection interface to other tools, which allows sending certain requests to specialized tools.
  • The agent can track the derived requests through the unified ticketing interface.
  • Virtual Desk provides access to the status of the request.

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