PT. DIVATEL PRATAMA
Menara Kuningan 6th Floor,
Jl. HR. Rasuna Said Blok X-7 Kav.5
Jakarta Selatan 12940
Telp.: 021-30022778 (Hunting)
Fax : 021-30015956
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.
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