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CRM-Integrated Version 4.0 Released by Resource Dynamics

August 15, 2008

Resource Dynamics, a vendor of customer service and help desk software since 1995, has announced the release version 4.0, featuring integration to most CRM systems.
The Tele-Support HelpDesk has an updated video demo which shows a "day in the life" of the typical use of its product. A full featured evaluation version, complete with free tech support, may be downloaded from its Web site. One on one presentations are also offered.

Tele-Support HelpDesk "tracks inquiries from inception to resolution," company officials say. Features include a veritable laundry list of helpful goodies -- call tracking, detailed timekeeping, priority escalation with e-mail notification, a built-in knowledgebase that can also be accessed by customers over the Internet, customer status lookup, contract tracking, Inbound/outbound e-mail processing, reporting, customized screens, inquiry work flow and more.
"With only a few clicks," company officials say, "customers get answers or they can lookup up their own answers in HelpDesk's on-line mobile knowledgebase."
The product has its own internal contact manager, but can also integrate with such CRM software packages such as ACT!, GoldMine, Microsoft Business Contact Manager, Outlook, Exchange Server, and TeamScope CRM.
Last year about this time, Resource Dynamics, announced that Tele-Support HelpDesk supported the new ACT! 2008 contact and customer management product family from Sage Software.
At that time the product was pitched as having "priority escalation with e-mail notification, inbound/outbound html e-mail processing, customer status lookup, contract tracking, reporting capabilities, a knowledgebase and a known issues database and reporting." It runs over a LAN or over the Internet from any workstation.

"Tele-Support HelpDesk harnesses the power of ACT! to create a dynamic call center solution," said Paul Little, ACT! Add-on Solutions program manager at the time. "The product's knowledgebase and time tracking capabilities are among several tools that promote call center and help desk efficiency."

The introduction of ACT! in 1987 established the "Contact Management" software category. Pretty much ever since then ACT! has been the number-one selling contact and customer management product for over 2.7 million registered users and more than 41,000 additional corporate customers.
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David Sims is a contributing editor for ContactCenterSolutions. To read more of David�s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.