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New Member

CISCO UNIFIED CONTACT CENTER & DELPDESK SW

One of our customers already has got a Call Center (initially 2-3 agents and 5,000 calls per day). We're looking a HelpDesk application to integrate with.

We are evaluating several alternatives:

JIRA - Based on Java, Open Source and very good price. Highly recommended for SW project management and support incidents and bugs but is not intended as an external ticketing system. Although you can make own developments and customize fields and workflows to configure JIRA as a helpdesk, JIRA is not oriented to store information about customers / end users. (http://www.atlassian.com/software/jira)

Looking specifically HelpDesk systems as such to receive customer calls, these two are the most outstanding (including price):

• Kayako, $ 999 for 10 licenses. http://www.kayako.com/
• HelpDesk Pilot, $ 995 for 5 licenses. http://www.helpdeskpilot.com/

There are also free help desk software: OTRS (http://otrs.org/) osTicket (http://osticket.com/, etc.).

The question is: Can anybody recommend us some other Helpdesk application? Does anybody have experiences with Helpdesk applications in a Cisco Contact Center environment?

Thank you very much!

2 REPLIES
Cisco Employee

CISCO UNIFIED CONTACT CENTER & DELPDESK SW

Alicia,

If you do not hear anything from other NetPro members on their experiences with 3rd party helpdesk softwares being used with UCCE, please reach out the Cisco SE team locally in your country, who might help you with some pointers.

If above info helps, pls rate the post.


GP.

CISCO UNIFIED CONTACT CENTER & DELPDESK SW

The one thing I would say is that you focus on a ticketing system which is all web based.  That woudl allow for the easiest integration not only through the IVR, but also through the desktop.

david

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