There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards. My dashboards are different from other peoples' dashboards. The dashboards are a very critical thing. For me, as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail. At the next level down, they might need to see more details. It is very important that the dashboard be specific to the role or the responsibilities of each user.

There is also a workflow model that helps us to define our processes. It is very flexible so that you can define the workflow based on your organization.

There are also some triggers for email and SMS messages. We have defined some triggers, such as when a given number of tickets is not closed on a particular day. Or when a customer's complaint is resolved, we have a trigger so that the customer receives the root cause analysis, a one- or two-liner, which is defined in the system. And when a ticket is assigned to a field team, selection of the field team is automatically done. Those mechanisms are really helpful.

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy.

All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing.

The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.