Ticket Intake and Processing

Recordings of all incoming calls are linked to the relevant ticket, allowing you to improve training resources, perform effective quality assurance reviews and provide documentation when needed.

Using the latest voice-recognition technology we can route callers to the correct team member, allow ticket re-entry without having to speak to an operator and include customized educational messaging and announcements.

This application was built specifically for homeowners. Its streamlined interface and special tools ensure easy submission, proper processing and accuracy for the occasional or one-time user. Homeowners can get started with only their email address, and the locate request form is in a straightforward Q & A format.

ASTERISK’s built-in Automatic Call Distribution software (ACD) is fully customized for your notification center. It allows callers to use their touch-tone keypad to access self-help options or identify emergencies, and routes calls to operators most skilled in the relevant area.

Our open-source phone system integrates with OCC’s proprietary notification center software platform to automate call intake and allow for advanced data analysis. ASTERISK increases efficiency and reduces hold times, ensuring that calls are routed to the most qualified agent.

Provide on-the-go access to ITIC tools and resources—from tutorial videos to ticket history and positive response updates—with OCC’s smartphone- and tablet-ready app. Customize the app to suit the way your customers work in the field.

OCC’s newest platform builds off of ITIC’s and ITIC NextGen’s innovations and takes them to the next level with a seamless user experience, simplified mapping tools and an improved structure and workflow. It allows excavators to create, manage and track their requests entirely online.