Additional module: CTI4KIX integrates telephone systems into ServiceDesk
Our additional module CTI4KIX allows you to integrate the telephone system with your ServiceDesk. In this way, service agents can see quickly and clearly, who calls them, and use the telephone connection during the ticket handling to call customers directly from OTRS. This saves time and significantly simplifies the communication.
In the CTI manager interface, selected agents can see which calls came in, out, or which calls weren't connected due to the extreme overload of your hotline. Tickets which were created or processed with the CTI-integration are displayed in a list. Selected service agents can create reports about number of calls from a specific telephone number, specific region, made by specific agents in a specific time frame.
Take advantage of the CTI integration and check whether your telephone system supports the integration. We look forward to hear from you.