Call Centre Service Desk
UK Municipal Authority

ECHO Web is a fully featured Call Centre Service Desk and enables staff to view and manage service operation and to raise and monitor calls from customers. Calls from customers can be taken, property service history and current live service status can be checked and where appropriate new events can be raised for additional services or rectification. Events recorded can then trigger complex workflows to ensure that necessary tasks are completed to deliver a conclusion to that event within the prescribed SLAs.