Service Manager Telephony Integration (SMTI) 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, the 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 calls.
SMTI 3.0 is the third generation for Microsoft System Center Service Manager Telephony integration utility. SMTI 3.0 offers new additional features and functions to make the daily tasks support analysts perform straight forward, easier and much faster all in a user friendly interface.
In Addition to the support for incidents in the earlier versions, this release supports Service Requests. you can now view adn create service requests directly from SMTI 3.0.
SMTI allows support center staff to off a personalized and timely service and enables organizations to improve customer satisfaction, reduce average call times, reduce costs, boost productivity, increase the profitability, and above all deliver a superior customer experience.
Aug 1,2014 - SMTI 3.0 Released
May 5,2014 - SMTI 3.0 Release (beta testers only)
Jan 15,2014 - SMTI Terminal Server Edition released
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 V3.0?