Cylk Technology keeps people, processes and technology connected
As rapid-fire catastrophes have changed the way in which modern people work and live, Cylk Technology has been at the forefront of keeping people, processes and technology connected.
They are a systems integrator for corporate telecommunications operators. Their technology experts must deliver cost-effective solutions to enterprise companies who in turn make sure you and I can seamlessly stay connected in our personal and professional lives.
Cylk Technology, Sao Paolo
Modern agent experience
- Simple control over incoming calls
- Supports LGPD data privacy guidelines
Increased flexibility with workflows
- Visibility into spending and KPIs
- Reduced costs
- Customizable external interface for customers
- ITSM modules
- Time accounting
Existing NOC support solutions became cost-prohibitive
What they did appreciate about the Zendesk option, however, was that it offered agents an excellent user experience. When the search for an ITSM alternative began, this meant they had a second key criteria: The new solution must offer the same level of modernization and personalization at the agent level.
Cylk Technology customer recommended OTRS
What really made the difference, however, was the support and service that the team received. Mrs. Sandra Prado, NOC Supervisor was appreciative, noting that the sales processes were transparent and that the implementation went smoothly thanks to the support provided directly from the product manufacturer – OTRS Group.
OTRS offered agent-level personalization options alongside necessary ITSM components
From the agent perspective, this meant having a modern dashboard board that allowed for customization. OTRS Group's recent redesign (available as of May 2020) offered exactly what was needed. From saving filters to accessing customer history in the ticket to dynamic fields, the newly designed OTRS offered exactly what the team needed.
Business process management and easy-to-use workflow tools were also required, as were reporting and call statistics. OTRS offered all of these, along with a CMDB and service catalog. Now, the team could easily track and manage assets, while having an eye on SLAs and the impact that incidents might have on meeting those agreements. And, the management team had complete oversight.
Transparency is the word. From the beginning theSandra Prado, NOC Supervisor
OTRS team was willing to help us and deliver the best.
After its re-establishment, Excelitas implemented OTRS at an international level as a high-performance ticketing tool.
The Flexibility of OTRS enables handling of a variety of requests from different areas in one tool.