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News : OTRS Adds New Features to Customer Support Software
Cupertino, CA, United States, April 10, 2014 -- OTRS Group, a provider of cloud-based solutions for service desk management, added new features to its customer support software that will help Call Centers to make their customer service work more efficiently and transparently. The new OTRS Feature Add-On "Ticket Allocation" makes it possible for new customer requests (tickets) to be automatically assigned to the customer service agent with the least amount of tickets to work on. Instead of blocking one agent with a big amount of customer requests, the workload is evenly distributed and more customer requests can be answered, even with a small customer service team. A maximum number of tickets allocated per agent can also be defined as well as competence groups of agents and different order mechanisms for tickets. Competence Groups can be created for example to assign a complete team of experts to the ticket or to react on very important requests.
CEO of OTRS Group André Mindermann says: "Call Centers are under constant pressure to answer more customer requests in less time and with less resources. Due to the open code structure Open Source Ticket systems like OTRS are easy to integrate into the existing IT evironment and increases the efficiency of Call Centers by balancing the workload perfectly while saving licensing costs."
OTRS Group is offering 'Managed OTRS‘ based on a Helpdesk and IT Service Management download, as well as professional editions of the software (with added services and features). The two offered products also include an associated iPhone App and OTRS::ITSM is ITIL(R) V3 compliant.
Posted by Veronica Silva Cusi, news correspondent
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About OTRS Group:
The OTRS Group is the vendor and world''s leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.
Published: Monday, April 14, 2014