Service-level management company Psytechnics (News - Alert) has come out with a new module, called Service Desk Manager, on its Experience Manager solution.

 

The new capability enables service desk staff at service providers to get first level call information on people that contact the desk so they are better able to help address their concerns. The Service Desk Manager also allows service providers to create workflow rules to ensure various problems are escalated to the appropriate divisions and people elsewhere in their organizations.

 

The system also runs nightly reports so service desk personnel during non-peak times can review call quality (and flags for issues that might need attention) records so they can escalate potential problems to be addressed before customers file a complaint.

 

Joe Frost (News - Alert), vice president of marketing, says the new capability will ship at the end of November.

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