Solutions and services for Single Points of Contact,
Customer Care and Technical Assistance

For companies the new Computer Telephony, Trouble Ticketing and Knowledge Management technologies are innovative tools to give a significant boost to the organisation’s efficiency, by reducing solution times, providing prompt solutions to problems and improving the level of user satisfaction.

I-Tel Srl has gained remarkable experience in setting up and managing Single Point of Contact, Help Desk and Desktop Management services in complex situations. It has provided integrations and back-up for multivendor technologies as well as services with a high level of added value. The key to our success is the ability to create and integrate ICT infrastructures that can introduce a high level of automation in processes combined with top quality first and second level direct support.

The I-Tel Srl Single Point of Contact and Help Desk back-up system is based on innovative “infiniteSM@RTphone”, Trouble Ticketing “Easy4HD” and Knowledge Management “DSK” Computer Telephony Integration. It combines with the main Customer Relationship Management applications and sees the telephone as an effective tool for communication and information sharing, removing the need for paper documents and speeding up the time needed to deal with support requests.

Thanks to the high level of personalisation and automation, I-Tel’s solutions and services mean the users' waiting times are reduced as well as the number of calls requiring direct intervention from the operators since they provide automatic answers to straightforward problems and greater care for customers with complex problems.

Thanks to the flexibility of I-Tel’s technological platforms the most common channels of communication such as the telephone (landlines or mobiles) can be used to set up and deal with requests for help. In addition, they can also offer synthesis and voice recognition functions, text messages and e-mail, fax, and integration with third party management systems.