Contact Center Solutions Featured Article

OTRS Improves its Customer Support Software with New Features

April 15, 2014

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation“ feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members.


The new Add-On "Ticket Allocation“ feature allows new customer requests (tickets) to be automatically assigned to the customer service agent with the least amount of tickets to work on.

Call centers needn’t block one agent with a big amount of customer requests—it can easily distribute the workload. Also, more number of customer requests can be answered with a small customer service team. Users can also restrict the number of allocated tickets per agent and can define maximum number of allocated tickets per queue.

André Mindermann, CEO of OTRS Group said, "Call Centers are under constant pressure to answer more customer requests in less time and with less resource. Due to the open code structure Open Source Ticket systems like OTRS, it is easy to integrate into the existing IT environment and increases the efficiency of Call Centers by balancing the workload perfectly while saving licensing costs.”

 Users also get an option to create competence groups in order to react quicker on emergency tickets or to assign tickets to a team with special knowledge of tricky issues right from the start. By default the “Queue,“ “Priority,“ “Type,“ and “Group“ competences are active; however, they can also add “SLA“ and “Service“ in the Sysconfig.

André Mindermann further added, "Such important features can only be developed with the help of prestigious clients (60% of DAX companies use our software) that value our services and state of the art solutions. Our contract service clients will get an exclusive first look of the new features, immediately benefiting from the updates, as a thank you for being an integral part of our development in creating a top class system."

The company has also added the "MobyDick OTRS Connector“ feature, through which the OTRS Customer Support Software can be integrated with a voiceover-IP telephone system that supports enterprise functionalities such as Chat, Fax, CTI, and a Call Center Module as well as the seamless integration of mobile devices and a high availability cluster.




Edited by Maurice Nagle



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