CZ Helpdesk provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number which is provided to the customer for future reference to the status of the registered issue.
The solution helps the enterprise to monitor all the queries and complaints proactively, while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. With context based CZ Helpdesk module, agents can provide quicker resolution and deliver better customer experience
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number which is provided to the customer for future reference to the status of the registered issue.
The solution helps the enterprise to monitor all the queries and complaints proactively, while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. With context based CZ Helpdesk module, agents can provide quicker resolution and deliver better customer experience
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number which is provided to the customer for future reference to the status of the registered issue.
The solution helps the enterprise to monitor all the queries and complaints proactively, while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. With context based CZ Helpdesk module, agents can provide quicker resolution and deliver better customer experience
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk is available over the cloud or can be installed on premise. The complete solution is web browser based and there is no need of installing any additional application on the agent device.
Escalation matrix can be customized as per the organization's need. The administrator can define the hierarchy of the escalation matrix and set the rules for escalation which should be followed in case of escalation. The escalation details can be communicated to the user via Email or SMS notification.
IVR, Email, SMS, Chat, Social Media can be plugged in easily to the ticketing system. CZ Helpdesk provides standard APIs to plug in to different communication channels to the ticketing system for notification and update.
Various user levels can be created with independent logins for different users with different roles. The administrator can define the modules which are active for the enterprise and the roles which can access these modules. The complete modular structure of the application makes it easy to maintain and manage for the administrator.
Generate real time and historical reporting for all trouble tickets. This helps in helpdesk monitoring, following SLA deadlines and agent performance. Focus on the metrics that matter to you.
Manage all support-related communications from multiple channels on a single platform. Handle support request from Voice Call, Email, SMS, Social Media, Chat or Bot and provide consistent customer experience.