IntelliCall’s primary responsibility is to provide a Single point of contact for supporting customers. 

The main objectiveof the Venture Communications Service Desk is to drive and improve service to internal and external customers, restoring normal service operation as quickly as possible and minimise the adverse impact on business operations, therefore ensuring best possible levels of service quality.

Simply communicating the status/progress of an issue can provide enormous user and customer satisfaction benefits.  Common sense tells us that when dealing with Customers, complaints, queries, etc, someone needs to "take control" as it were. Someone needs to OWN the relationship with the User/Customer and be able to manage that relationship. That is exactly what IntelliCall will do.

Customer support and service
IntelliCall, driven by Radical, provides an ITIL compliant Service Desk solution.  The Business Rules Processor enables automatic eMail and/or SMS escalation alerts to internal users and external customers based on unlimited user-defined rules.  This enables transparency in Customer Service and a dramatic increase in Customer Service Levels.

IntelliCall allows for user defined Service Level Agreements per account and a knowledge base.  All access to the system is strictly controlled by security profiles and permissions. The security of password and permissions must be maintained by individuals.

Powerful analytical tools, filters and reports enable management to monitor performance of staff and analyse queries instantly.  Reports can be presented in dashboard style and be created automatically and distributed periodically based on parameters.

IntelliCall Core services

• Incident Management
  • Incident recording
  • Incident Classification
  • Incident Prioritisation
  • Incident Escalation
  • Updating our customers on call status
  • Upon completion of a call, promptly updating and closing incidents with full descriptions of incident resolve and/or service delivery
  • Determining urgency and impact levels

   

• Service requests
  • Routing service requests (requests for new work) to second and/or third levels of support

   

• Management reporting

	Service Level Agreements Depending on your Service Level Agreement with Venture Communications, IntelliCall will monitor Response and Resolution times per call. The clock will start from the time the call is logged.  Service clocks will be linked to each caller to cater for the three time zones in Africa.
A notification will be sent to the allocated user’s manager that a call is 70% and 100% into the resolution time.

For more information contact:

Keith Rampton
Telephone: + 27 11 704 4748   (08h00 – 17h00 CAT)

or Email: servicedesk@venturecomms.com