Contact Center Solutions Featured Article

SysAid Adds SLA/SLM Module, Over 130 Features in 7.0

May 27, 2010

SysAid has been busy adding and tweaking features to its SysAid (News - Alert)IT help desk solution, over 130 capabilities in all and has rolled them out in SysAid IT 7.0. Key among the innovations in the product, which supersedes SysAid IT 6.5 are:

--A new SLA (service level agreements) module that provides IT departments with practical tools to measure the quality of support they provide end-users, in order to fulfill existing SLAs, resulting in, should firms decide to follow up on the information gathered, superior service and ultimately improve customer satisfaction.

--A user-friendly dashboard in the SysAid SLM (Service Level Management) features that collects different SLAs, measures key performance indicators and helps analyze the overall service delivery success.

'Our goal at SysAid has always been to provide companies of all sizes with a variety of simple, easy to install and use software tools,' said Israel Lifshitz, founder and CEO of SysAid. 'Our new SLA/SLM module is a simple and effective way for IT departments to ensure that they are meeting their service requirements, but more than that, it enables them to identify and investigate where they have been successful and what needs to be improved.'

Other significant features include the integrated SysAid Calendar. It automatically logs updates to track all activities, due dates and software support expiration dates, and may be fully synchronized with Microsoft Exchange.  In addition, a new SysAid iPhone (News - Alert) application allows users to respond to service requests anytime, anywhere.

Improvements have also been made to the embedded Live Chat module. These include initiating remote control sessions directly from the chat box. Also, a new SysAid report building wizard creates customized reports; the End-User Portal is now available in 44 languages.

There are also in addition new integrated SNMP traps that proactively handle simple but annoying support issues such as printers out of ink and incoming and outgoing data rates that fall below thresholds. This feature will allow you to get notifications of these problems before they come one by monitoring their conditions and alerting your staff.

SysAid 7.0 enables you to further customize and integrate the solution such as by adding an unlimited number of custom fields, create your own code to track the number of media files on specific workstations and write scripts to automatically retrieve currency exchange rates from Google (News - Alert) and add them to your service requests.

You can also obtain more help from the SysAid user community. All of SysAid's help files are now online and integrated with the SysAid Community to display what other 'SysAiders' have to say and find answers even faster. The company actively welcomes and implements feature suggestions, to make the product even the more relevant to IT professionals.

'We always encourage open and active dialogue with our users; in fact, many of the new features of version 7.0 were initiated through the SysAid Community,' added Lifshitz. 'Naturally, we have implemented the ones that are aligned with our roadmap. We are proud to be able to listen and learn from the SysAid users, and to continuously enhance our platforms to meet and exceed our users' requirements, helping them succeed on both a personal and professional level.'


Brendan B. Read is TMCnet's Senior Contributing Editor. To read more of Brendan's articles, please visit his columnist page.

Edited by Patrick Barnard

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!