Magic Solutions, a Network Associates business, today introduced MagiCall. MagiCall delivers server-based computer telephony integration (CTI) to Magic Total Service Desk users to improve customer satisfaction by providing quicker access to account information, purchasing history and other customer related information. MagiCall strengthens the ability of the Magic Total Service Desk product in offering an enterprise-level support management solution integrated with desktop, network and event management tools.
"As one of the first server-based CTI technologies, Magic Solutions` new MagiCall streamlines the support centre process by saving a substantial amount of time that would normally be spent tracking customer information," says Lloyd Wood, managing director of Network Associates SA. "MagiCall empowers Magic Total Service desk users with quick access to customer information through a telephone interface, enhancing the support centre`s ability to operate at peak performance."
Support centres that are designed to provide maximum service availability and that can enable "high-touch" with a minimum amount of staff, is able to use MagiCall computer telephony integration to link the phone system with the Magic Total Service Desk solution. When an end user calls into the help desk, their phone number is run through the company`s database to determine the callers` client identification.
A screen pop, with a pre-populated help desk window containing the appropriate client information, appears on the computer screen as the call is answered. With MagiCall`s server-based architecture, no agent software needs to be distributed throughout the organisation. The system can be updated and administered centrally, resulting in a lower total cost of ownership. MagiCall can be purchased as an add-on module for existing Magic Help Desk and Magic Total Service Desk customers.
The addition of MagiCall to the Magic Solutions` product suite enables Magic Solutions` VAR, MSP and ASP partners to provide customers with an enhanced service desk solution with the ability to gather end-user information more quickly and efficiently.
The Magic Service Desk product is a tightly integrated, 100-percent Web-based solution providing support personnel with a comprehensive desktop management suite, remote control capabilities, event management, and network management solutions. These features, combined with customisation and self- service desk capabilities, enable users to attend to and resolve e-business support problems quickly and more efficiently. The Magic Service Desk suite also builds on several key areas for automating the e-business support process in large and small organisations, including Web-based database and user interface customisation, broad support management functionality, enterprise tool integration, business process automation, and a scalable, extensible architecture.
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