i-Sight Help Desk & Call Tracking Software: Features
Reduce your Support Costs
i-Sight is designed to simplify your processes. You can quickly record calls, notify the right people, find and record the resolution and store it for future reference.
Download the PDF: i-Sight Features at a Glance
i-Sight Call Tracking & Help Desk Software lets you:
- Quickly record new issues
- Easily prioritize cases
- Conveniently assign and re-assign cases and tasks associated with cases
- Create tasks and reminders
- Ensure rapid and consistent resolutions
- Search records
- Document a clear, comprehensive history and audit trail – by case, customer, etc.
- Create attachments for each case
- Enable collaboration by allowing colleagues in various locations to view the same information.
- Quickly record and categorize calls using our proprietary “Capture Wizard.”
- Call scripting: prompt technicians to ask the right questions and ensure that they provide the best answers every time.
- Escalate cases for follow-up manually or automatically using workflow rules.
- Send and receive emails to or from anyone inside or outside your organization.
- Use performance reports to measure technician efficiency (volume by agent, closure rates, average age of case, etc.)
- Create your own reports using our ad-hoc reporting tool.
- Workflow tools enable automatic notification of new cases, reminders of due dates, and escalation of overdue items.
Our experts will work with you to design a process and implement a solution configured to meet the specific needs of your organization. Training is available using a web tutorial to ensure minimal disruption to your operations.
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