The TCS system provides the helpdesks with the possibility to fast and simple verify a complaint. It is possible to test call to the destinations that you are receiving complaints about, with modem, fax, ISDN or normal voice, to emulate what the customer is trying to achieve.
It is also possible to test the same destination with other carriers to verify that the problem is with the route and not with the destination. The ISDN release code and location is viewed on the screen if there are any network problems. The handshake results from modem, fax and ISDN connections are also available. The MOS score from voice test calls are present it is possible to listen to the voice channel to determent that a voice response was received.
TCS support the helpdesk to verify problems and provide a response to the customer as they are speaking to them. A fast and good service that saves the company time and money, as more complaints are resolved on the first call and does not need to be escalated in the organisation.
