VoIP Integration Added to SmarterTrack Help Desk

SmarterTools Inc. is pleased to announce the release of SmarterTrack 6.x. This latest version of customer service software proudly bridges the gap between digital and vocal communications with support for VoIP systems.

Some of the new VoIP systems include click-to-call functionality, and a newly redesigned interface that helps users find the help desk features they need as soon as they need them.

CEO of SmarterTools, Tim Uzzanti says they provide a full range of communications, including tickets, live chat, phone and self-service resources and that companies like PayPal rely on them to provide superior customer service and support.

Uzzanti also says by introducing load balancing and failover functionality, they now provide such companies with an incredible and cost-effective solution for mission-critical help desk communications.

SmarterTrack 6.x. provides a plethora of new features and enhancements. A redesigned management interface is more visually pleasing and improves the user experience by far. Time logging can help agents track the time spent resolving customer issues via tickets, live chats or phone calls.

VoIP integration and click-to-call will connect to your VoIP system and automatically populate call log fields like the subject, customer phone number, customer name, email address and many other features.

Live chat enhancements have seen several improvements such as separate indicators when live chats are in the queue or haven’t received a response for a long time, message time stamps and geographical mapping showing where your customer is chatting from.

Other new features included in SmarterTrack 6.x. are Mobile Interface Enhancements that can be used with Android, Blackberry, Windows, iPad and iPhone; Cross-installation ticket transfer and Licensing options for automatic failover support; and load balancing functionality.