Case Study

Call Center | Help Desk Diagnostics

Call center service provider boosts agent productivity, increases billable hours by utilizing SysTrack diagnostics

In an industry where time-on-task is literally revenue, every minute of downtime caused by IT issues costs money. Some of the challenges faced by this large call center service provider, based in the United States, included: 

  • Slow, unreliable access to necessary applications and databases 
  • Lengthy bootup/login time for agents 
  • Limited visibility into end users’ systems, both physical and virtual 
  • Inability to effectively monitor more than 40,000 employees dispersed around the globe 

Download this case study to learn how SysTrack’s help desk diagnostics tool was used to resolve these issues and improve end-user productivity.