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rapidHELPrapidHELP is an Intranet- and 因特网 solution for Call Centre, Support and Helpdesk the and services tool for Supporters and Hotliners.
Functional Overview
Transparent Data flow
Through its transparent data flow,
rapidHELP is always just a mouse click away from all relevant data. Tickets can be automatically forwarded to the responsible supporters, taking absence, stand ins, and time overruns into account (escalation management).
Customer Tickets
When you create a new ticket, the 软件 automatically displays that customer’s history, at the same time providing a knowledge base that contains all customer information concerning hotline contracts, support the and issues 软件 and hardware used.
Multitasking support
The 系统 is multitasking compliant in every respect.
Integral Absence Manager
The Absence Manager controls the availability of all Call Centre staff.
Uniform GUI for Users and Administrators
rapidHELP administrators use the same GUI as the users.
因特网 Capability
The 因特网 connection option allows your customers to directly verify the status of any logged call. It is also possible to raise 查寻 and tickets the knowledge 数据库 via the web interface.
Automatic Timing
The duration of all support actions can be timed automatically.
Automatical display of new tickets
The 系统 automatically informs every supporter about new tickets, and provides a list of unhandled issues.
Statistics
Clearly arranged statistics tell you everything you need to know about your Call Centres performance.
HTML-Functionality
rapidHELP is based on 可扩展标记语言 and HTML and offers via many integrated hyperlinks fast access to different programme functions.
Drop and Drag
The administrator can set up the user interface according to the requirements and wishes of the Call Centre his and Manager staff.
安全
Each group and supporter can be equipped with different user rights. This guarantees a high standa