eFACiLiTY – Helpdesk & Knowledgebase System
eFACiLiTY's helpdesk module manages the work flow of registering, assigning and resolving of the job requests, problems reported and calls received by the call center by way telephonic calls, emails and alarms from the control systems. Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls.
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Features
- » Online call booking, emails, tele-calls and control system alarms
- » Escalation based on standard Service Level Agreement (SLA)
- » Recording of all events throughout the life cycle of a call
- » Raise, Track and Close Work Orders
- » Record solutions and post in Knowledge base
- » Faults and Solutions history
- » Statistical analysis
Afrikaans,
Finnish,
Norwegian,
Albanian,
French,
Polish,
Arabic,
German,
Portuguese,
Bulgarian,
Greek,
Romanian ,
Byelorussian,
Hebrew,
Russian,
Catalan,
Hungarian,
Serbian,
Chinese,
Icelandic,
Slovak,
Croatian,
Italian,
Spanish,
Czech,
Japanese,
Swedish,
Danish,
Korean,
Thai,
Dutch,
Latvian,
Turkish,
English,
Lithuanian,
Vietnamese,
Estonian,
Macedonian
Supported Technologies
Windows 95/98/ME,
Windows XP/2000/NT
Oracle,
Microsoft SQL Server
JavaScript,
(Other)
Web-Based (Browser)
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Pricing
Users (# of seats)
US$ 3000 to US$ 8000
giridhar@sierratec.com
+91 422 2528404
Additional Product Information
Web based centralized helpdesk system for global access
Integration with Maintenance / Asset Management system provides more benefits
Escalation helps ensuring better customer service
Knowledge repository and solutions to problems eliminates loss of valuable data
Key Process Indicators & Custom Reports - development engines enables easy analysis and control