Call Centre & Help Desk
Seamless Call Management &
Proactive Support
We have a well-established Call Management Centre fully integrated with our Call Management System (CMS) software for call tracking and severity escalation. The help desk serves as the first level of troubleshooting and coordinates engineers and service providers for higher-level cases.
The CMS ensures timely responses, efficient job tracking, and generates reports based on various key performance indicators such as response and resolution times. All peripherals and key assets are centrally managed within the CMS to enable proactive and preventive maintenance.
At OpenSys, our clients are our priority. Therefore, we are committed to meeting their needs through efficient, responsive, and reliable solutions. Our Operations Management Centre (OMC) is dedicated to providing professional, effective, and seamless support to our clients. We take pride in delivering excellence and reliability – the hallmarks of our industry reputation.
Call Management Via CMS
The OpenSys Call Management System (CMS) is created for both internal and external clients to log calls and report incidents. Clients can view all recorded incidents and then choose to monitor or manage them as appropriate. Ultimately, clients can track the progress of each case in real time until the status is marked as closed or completed.
Call Tracking And Escalation
The OpenSys CMS also enables comprehensive call tracking. For escalation purposes, OpenSys facilitates the process through our online portal, email, or telephone.
Online System Monitoring
We provide real-time online monitoring and systems management services. Our services include: creating and closing FLM (First Line Maintenance) and SLM (Second Line Maintenance) calls for technical faults, arranging technical engineers or third-party service providers for onsite troubleshooting, responding promptly to client emails and queries, and updating incident statuses based on input from technical engineers or service providers.