August 2001
The US Dept of Treasury selected CTintegrators to implement a new TeleVantage 4.0 phone system in the FMS Marketing Help Desk. Completed on August 27, the new system can process over 40 simultaneous help desk calls with their Dual T1 channels and 24 operators. As calls arrive and routed to help desk agents, the new system "pops" the callers record on the screen and automatically creates a new incident. This allows agents to handle more calls, more efficiently than possible in the past.

Key to the success was the integration with HEAT Helpdesk software, who recommended TeleVantage as the best solution. This effort was expertly managed by General Dynamics IS group.

In November Rick turned to CTintegrators to design and implement an automated helpdesk that would let uses create their own trouble tickets. By combining the power of HEAT helpdesk software and the flexibility of TeleVantage, the American History was the first branch of the Smithsonian to provide a fully automated response center. The new center which went live July 6th saves a staff person from answering calls and offers callers suggestions via IVR or email on how to solve their problem. Unsolved problems are handled faster since technical support personnel don't need to fill out or manage trouble tickets.