Industry

Suppose you are a manufacturer of access control systems and a client calls to inform you that the system isn’t working for some of his staff; he needs a prompt and correct answer. Your technical hotline agent may not be aware of the particular configuration in that company but he can find out which software and hardware is installed and, using a knowledge base, the most likely symptoms of the problem and what the client can do as first steps to resolve the issue. Voxtron’s “Presence information” feature will also allow the agent to find out which expert in the back office department is available to deal with the caller in case the initial suggestions don’t work. Utilizing the system in this fashion ensures problem resolution times are minimized and staff are available to handle more callers.