Contact Center Solutions Featured Article

Help desks are computer-aided environments in customer support centers that provide frontline support to external and internal customers.

 

OTRS, the open service innovation and delivery platform, with help desk and ITSM modules such as configuration and change management flexibly deployed by over 80,000 corporate customers worldwide, today announced that Toshiba Europe has deployed the OTRS Help Desk in its eleven call centers throughout the EMEA region. The open source OTRS system, including managed services, maintenance, and support, replaces the proprietary help desk/CRM system Toshiba had previously deployed.

 

Uwe Feil, Toshiba Europe's general manager of Technical Services & Support said that open source freedom was an important argument for OTRS help desk - our savings on licenses, maintenance and support, are in the high six figures and new OTRS solution has greatly improved the quality of customer service, proving that open source systems pose a formidable challenge to closed, proprietary systems.

 

The open source nature of the OTRS help desk enabled developers to make substantial modifications to accommodate Toshiba's European operations, and provide real-time interfaces to other core systems at Toshiba. The new OTRS system supports 220 call center agents, logging more than 45,000 tickets and 15,000 service orders a month.

 

Marion Hammes, Toshiba's EMEA project manager, Service Engineering in Technical Services & Support said that the OTRS EMEA call center deployment in support of

Toshiba laptops and other computers was a success and the company is extending system support to Toshiba TVs and DVD players. He continued that the feedback about the OTRS solution is 99 percent positive and the company has planned to install it our upcoming new call center locations, including Turkey and Switzerland.

 

Uwe Feil added that the project came in on time and in budget - a major achievement for an undertaking of this size. Over 80,000 corporate customers worldwide flexibly deploy the OTRS open service innovation and delivery platform, with help desk and ITSM modules.

 

Last week, Toshiba America Business Solutions Inc., announced a partnership with Print Knowledge Management Systems, Preo Software Inc.