From the course: IT Service Desk: Management Fundamentals

Unlock the full course today

Join today to access over 22,400 courses taught by industry experts or purchase this course individually.

Telephony systems

Telephony systems

From the course: IT Service Desk: Management Fundamentals

Start my 1-month free trial

Telephony systems

- Communication systems are at the heart of any service desk. We must implement systems that are going to provide a seamless single point of contact framework to our customer. Service desk support started with customers needing to walk in for help and then evolved into established centers that required a simple phone call. Today we have a variety of contact methods that a customer can utilize, including phone, chat, email, fax, web ticket submissions, text messaging, social media, and walk up visits. Your systems better be prepared for this multi method service delivery, especially if your customers are asking for it. How many methods do you currently have? So now that we listed support delivery methods, we need to look at the technology that can support this many methods. Let's start with the telephone. Telephony tools have been around since Alexander Graham Bell uttered the first famous words, Mr. Watson, come here, I want to see you. Of course for us today, it's more like, come…

Contents