SMTI - Service Manager Computer Telephony Integration
Service Manager Telephony Integration (SMTI) from Signature Consultancy is an Add on to Microsoft System Center Service Manager allowing you to bridge a gap in your ITSM processes thus ensuring your service offerings are optimal and personal.
SMTI creates the link between your Microsoft System Center Service Manager installations, the IP soft phone system and call center operators computer. This connectivity makes it possible to identify the callers automatically and presents the call center operator with the customer’s incidents history and status allowing an instant response to basic incident queries and follow up call.
To close the loop on standard call center contacts, SMTI also gives the operator the ability to create a new incident based on direct customer input without using the SCSM console.
SCSM-SMTI enables call center operators and Service Desk engineers to collaborate on customer incidents and resolve problems more quickly and efficiently. This personalized and timely service offered will enable you to improve customer satisfaction, reduce average call times, reduce costs, boost productivity, increase the profitability, and above all deliver a superior customer experience.
May 7, 2013 - SMTI 2.1 released
Jan 19,2013 - SMTI Adds support for PT-BR (Portugese - Brazil)
Nov 1, 2012 - SMTI 2.0 is now available.
What's new in SMTI V2.1?