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Design and implementation of a multimedia- and telecommunication-based network for distributed services

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The Ticket Management System ensures administration and pursuit as well as the direct controlling of the forwarding of service cases according to contents and schedules. The Ticket Management System help the personnel to record, process and follow up machine inquiries. Inquiries received by the service centre via various media such as the telephone, Web or e-mail will automatically be distributed to the member of staff concerned. By the group-far application the handling of the service jobs becomes spatially and temporally more independent. The structure of the Ticket Management System offers individual, problem-based communications with the customer while maintaining efficiency. In particular, it ensures: - Prompt responses to machine inquiries; - Direct customer information and advice; - Transfer of knowledge; - Record of customer inquiries; - Assignment of job files to groups and individual employees; - Reinforcement of the principle that one person handles the job; - Intelligent escalation mechanisms; - Meaningful statistic reports; - Integration of telephone, e-mail and Web.

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