IP Applications "On Demand" Customer Support Software 

IP Applications “On Demand” customer care and technical support application  “Voyager”, is a web-based enterprise-grade ticketing and support management solution for logging, managing and reporting on incidents for any type of organization responsible for supporting customers, departments, end users and or managing services delivered by third parties.

Voyager uses three levels of interface, each designed for specific users or audience. This is an important differentiator from most other systems as it provides the capabilities a service provider needs to support multiple customers or an enterprise account the ability to support multiple departments as individual entities to support internal cost allocation.

The three interface levels

Agent / Supervisor interface: Full functionality to see manage and report on all customers. and all customers end users, or segments thereof. Supervisors can monitor agent activity etc.

Client interface: Specific to the client and their end users (this could be an internal department, an outside customer or a third party service provider). This interface allows the client or department or 3rd party to view all current and historical services, accept and manage escalated tickets, and run preconfigured and customized reports.

End user interface: user name password accessible to specific end user information and functionality.

Key features of Voyager

• A powerful set of tools to log, manage and resolve issues.
• Contract management to quickly validate service levels and ensure that service is delivered to meet agreed-upon expectations.
• Physical and software assets can be associated with locations and end users for service entitlement, warranty tracking, version tracking etc.
• Customizable severity levels, reminder notifications and automated escalation processes ensure proactive service level management.
• Categorize incidents by incoming call type and incoming call drivers. Categorize resolutions by resolution type to facilitate trending and reporting.
• Supports phone, e-mail, and chat services all from within one system.
• Integrated email management system processes and sorts inbound request emails to ensure delivery of follow-up messages and rapid query resolution.
• Multiple work orders are associated with a ticket / incident to provide a complete history of an incident through all touch points.
• Client specific library of information (knowledge base).
• Hot Notes specific to the client being supported force agents to review critical information when opening the ticket to alert them to a known system wide outage or any important must know information.
• Call Timer automatically times each call and shows agent in real time.
• Provides support supervisors with real-time monitoring tools for visibility into the activities of all agents.
• Detailed call statistics and real-time reporting.
• End user self service through a web portal provides access to FAQ’s, knowledge base, review of past service history, live chat, e-mail or simply to log a new incident.
• Standard API's for integration with other CRM, OSS, billing systems or databases.
• On Demand web based delivery and user based licensing eliminates the need for expensive software and hardware at your facilities.

Voyager provides the information your support teams need to deliver exceptional customer service.

For more information contact our sales department at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .