HDT – Help Desk Tool is a support tool for 1° Help Desk operators. It reduces analysis and solution time for the main issues addressed. To respond to diverse needs, besides the basic functionalities, it is necessary to implement specific modules of the tool, based on services offered. HDT has a modular structure, with different modules for every single situation but with the same engine. It is relatively simple to add modules to extend the functionality of the product.
In order to respond to diverse needs, besides the functionalities offered by the single engine, it is necessary to implement modules based on services offered. In particular, to respond to the needs of mobile operators, there are specific modules corresponding to three types of clients:
- Consumer Contracts,
- Prepaid Business,
- Postpaid Business.
The HDT module for Prepaid Consumer clients is currently in the development phase. Other Modules are in constant evolution to respond to the less frequent issues addressed in the various client scenarios.