HelpStar 2012 Delivers Collaborative Workflow Service Desk

HelpStar announced the availability of its 2012 service desk collaboration suite, which integrates the workflow components of its service desk management solution with documentation, communication, and synchronization functionality.

Today, work passing through a service desk relies heavily on input from multiple team members. The efficiency of the communication, documentation, and support processes determines the effectiveness of the workflow, affecting service levels and the cost efficiency of the service desk.

HelpStar service requests include updates, escalations, business rules transactions, notifications and alerts, and role based access control. It has a rich array of collaborative objects integrated into the service request. These range from instant messages between representatives, documents with encryption, check-in/out, searches and preview functionality as well as appointments and meetings. These features enable customers to send, receive, and view communications relating to requests within one consolidated view.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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