CoppWeb has been specially developed for hospitals, municipalities and the police and makes camera surveillance effective and measurable. Observers easily register incidents. CoppWeb analyzes data and identifies risk areas. It prevents incidents and undesirable situations and creates steering information for policy makers. CoppWeb gives observers specific lookout assignments and the performance of the observer becomes clear. CoppWeb is proprietary software and is compatible with any Video Management System.
PatientWatch is a HighTech camera solution and has been specially developed for nurses in intensive care and/or cardiac monitoring. Thanks to PatientWatch, nurses receive a 24/7 livestream of all patients present, in a clear overview at the nursing station. These smart cameras, which are equipped with motion and sound detection, not only observe your patients but also closely monitor your medical equipment. PatientWatch therefore also observes 24/7 when the nursing staff has just been absent and your patient slowly wakes up from sleep, for example. You will receive a signal at the nursing station, so that you can be on site quickly.
There are several software solutions available for service desk support, which help organizations manage and handle service requests and provide support to internal or external users. Some popular service desk support software categories include:
IT Service Management (ITSM) software: This software is aimed at managing IT service processes and support. It includes functions such as incident management, problem management, change management, configuration management and service level management. Examples of ITSM software include ServiceNow, Jira Service Management, BMC Remedy, and Freshservice.
Customer relationship management (CRM) software: While CRM software is primarily focused on customer relationship management, some CRM platforms can also serve as service desk software for handling service requests. They provide functionality for ticket management, customer communication, case management, and reporting. Examples include Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, and Zoho Desk.
Help Desk Software: This software is specifically designed to manage service requests and provide support. It includes features such as ticket management, knowledge base, self-service portals, workflow automation, and reporting. Examples of help desk software include Zendesk, Freshdesk, Deskpro, and Kayako.
Service Management Software: This software is broader in scope and can support IT services as well as other business services. It offers service management, ticket management, workflows, reporting and dashboards features. Examples are SolarWinds Service Desk, Samanage and Axios Systems.
When choosing the right service desk support software, it is important to take into account the specific needs of the organization, the number of users, the desired functionalities and integration options with existing systems. It is also advisable to conduct a thorough evaluation, attend demos, and compare the features and pricing models of different software solutions before making a decision.
The service desk department, also known as the help desk or customer service, is a critical department within an organization responsible for providing support, information, and solutions to customers, employees, or users regarding products, services, or technical issues. The service desk department acts as a central point of contact for handling questions, requests, complaints and incidents.
Some of the main duties and responsibilities of the service desk department are:
Customer Service: The service desk provides customer service and support to customers or users, answering questions, providing information about products or services, and assisting in resolving problems or complaints.
Technical Support: When it comes to IT-related service desks, the department provides technical support to employees or customers who encounter problems with computers, software, networks or other technology-related issues.
Incident management: The service desk department handles incidents and problems reported by customers or users. They register and track these incidents in a ticketing system and ensure timely and effective handling.
Troubleshooting: Service desk agents work with customers or users to diagnose problems and provide solutions. They can proactively provide instructions to solve simple problems themselves or call in technical experts if necessary.
Escalation management: If a problem is more complex or cannot be resolved immediately, the service desk will escalate the problem to the appropriate internal teams or specialists to provide further support.
Coordination of requests: The service desk coordinates and tracks customer or employee requests to ensure they are handled on time and customer satisfaction is maintained.
Communication: The service desk department acts as a communication channel between customers, users and the internal organization. They provide clear and effective communication to keep customers updated on the progress of their requests.
Documentation: Service desk agents document incidents, requests, and solutions in a knowledge base or system to share helpful information and solutions and better address future issues.
The service desk department plays an important role in providing a positive customer service experience and resolving issues and incidents. An efficient and well-organized service desk can contribute to customer satisfaction, build trust with customers and users, and improve the overall productivity and efficiency of the organization.