Call Tracking System Benefits

	CTS SERVICE CENTER CTS Service Center will be used to track and measure the number of user requests, resolution rates, resolution times, and the escalation process. CTS Service Center is our Incident / Problem / Change management system. CTS Service Center is a browser-based application that is a full-function problem management system, including automated escalation processing and paging. CTS Service Center provides the ability for end-users to directly access its functions through the Internet, including real-time viewing of their service requests as well as entering their own service requests using the CTS self help system.
	WCTS WIRELESS CTS - BLACKBERRY WCTS will be used to access CTS wirelessly. It provides the same basic functionality as CTS incident management capability - able to create, accept, update, and close incidents. WCTS offers the flexibility for traveling support organizations and mobile workers to support customers without requiring web connectivity or PC.
	BILLBOARD NOTIFICATION SYSTEM Billboards offer real-time incident and problem information using wall mounted flat panel displays. This value-add tool provides visibility in key areas of an organization's daily operational status without requiring access to the CTS tool.
	CTS SELF HELP The CTS Self Help page allows customers to create tickets directly using a simple to use - 'Google type' of web page. This gives the end user the ability to begin problem resolution without ever picking up a telephone.
	PAGING ESCALATION SYSTEM The Paging Escalation System monitors inbound email alerts and scans the alerts for keywords to identify the severity of the alert to be created. The system has automated workflow to escalate the alert from one user or group, to another user or group should the alert not be handled within the specified timeframe.