Spanlink's FastCall CTI Solution Enhances Remedy Help Desk.
FastCall is an automated screen pop solution that saves agent time by simultaneously passing the call and caller information to the agent's Remedy Help Desk(tm) screen. The information is generated by matching the caller id with the customer record located in the help desk database. Since FastCall quickly and automatically integrates with Remedy's Action Request System foundation technology, no custom software is required. Instead, the screen pop installation is easily and quickly accomplished with this integrated solution.
Ameren, located in St. Louis, MO, is a leading utility company using FastCall integrated with the Remedy Help Desk. With FastCall, help desk support personnel receive caller and problem information in a partially completed Remedy Help Desk Ticket prior to getting passed a call. "FastCall shows us the user's name, phone number, department and the nature of their problem based on the VRU path they selected," noted John Hughes, Supervisor of the IT Help Desk. "Help Desk agents are then already aware of the problem prior to talking to the customer, resulting in more efficient help desk personnel and satisfied customers."
The amount of time saved with the FastCall/AR integrated solution became evident when the utility company Hughes' worked for merged with another company to create Ameren.
"By migrating to Remedy and FastCall prior to the merger we were able to support the needs of both companies without adding any additional permanent staff," pointed out Hughes.
"The integration of FastCall with the AR System combines elements of voice and data to offer an efficient solution for help desk personnel," said Margaret Miller, Remedy Product Partners Program manager. "It's a pleasure to work with quality companies such as Spanlink, offering innovative solutions to our customers."
Spanlink demonstrated the solution of FastCall with the AR System and the Remedy Help Desk at the Support Services Expo Show this September. The demonstration was shown in Remedy's Partner Pavilion. About Remedy Corporation
Remedy Corporation develops and markets the world's leading software solutions for the consolidated service desk. A trademark of Remedy's products is adaptability, which allows customers to easily make the software enhance business operations by working with leading enterprise management and resource planning applications. Founded in 1990, the Mountain View, Calif.-based company serves more than 3,000 customers at 6000 customer sites in 62 countries. More information on Remedy, its products and services is available on the company's web site at www.remedy.com. About Spanlink Corporation:
Spanlink Communications is a major provider of integrated CTI and IVR solutions. These solutions utilize automation enabling callers to handle some or all of their transactions and be serviced more quickly. Since 1988, Spanlink's technology and solutions have been installed in over 1,500 sites worldwide. Organizations choose Spanlink for their expertise in packaged applications and their ability to develop custom applications needed to deliver a complete solution for today's call centers.
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|Date:||Sep 21, 1998|
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