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1STREAM

Service Desk

Finally, the missing link that bridges the gap between your help desk, psa, or ticketing system and real world communication with your customers.

Whether it's automated and intelligent call routing, real time dashboards, advanced reporting meshed with data from your business application, or instant screen pops, automatic entries, and call recording attachments, 1stream provides a suite of features to simplify your service desk workflows.

1stream breaks through the noise with meaningful workflow enhancing automation to your service desk teams. 

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Instant & Automated Information Access

Instantly access information on each call so your service team can start working, rather than spending crucial time digging for info. Tag calls to existing tickets, or create new ones on the fly. Add notes, time entries, change ticket info, @mention other team members, and press submit, which eliminates multiple button clicks so you can move to the next task.

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Automatic Call Recording Attachments

Do you want to bring accountability to your service desk team? Maybe you want to keep everyone honest by capturing everything from voicemails your team left to full end-to-end calls. Not only do we record calls, but we upload them as attachments to service tickets, time entries, and activities. No more guessing what actually happened!
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Intelligent Call Routing

1Stream allows for automatic and intelligent call routing by caller ID, ticket number, or pin number. These tools give you a level of flexibility to ensure your customers talk to who they need to without needing manual call routing. If a call does need to be transferred internally, smart call transfers help your team see your most recent notes and get record pops immediately to the right place in your system. This helps especially with multiple office locations, remote and distributed teams, and segmented teams.
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Information is King, Right?

Whether you need data to make adjustments in the moment, or evaluate progress after the fact, 1stream has you covered. Supporting both basic or deep call reporting meshed with PSA/Ticketing Data, you get the information you need. Imagine the possibility for custom views, dashboards, wallboards, and reports. Get the data you need, when you need it.

 

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Multi-CRM Support

We understand that not all CRM's are good service desk systems and not all service desk systems are not good CRM's. We often find that IT & MSP's have multiple systems for sales, marketing, and service. 1stream is capable of interacting with multiple systems at once allowing you to pull up and post data simultaneously rather than having "islanded" systems with disassociated data.

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