At the Service Desk & IT Show this month, Sitehelpdesk.com launched their newest help desk product: CTImonitor. CTImonitor is an integration module for computer telephony, and it dials out directly from applications and identifies incoming callers. The overarching goal is to make support departments more efficient by making the browser-based product as web-interface friendly as possible—this way, users can handle calls as quickly as possible.

Designed to work alongside other Sitehelpdesk.com products and the Microsoft Office suite, CTImonitor helps users recognize the incoming caller, and immediately gives a popup display with that customer’s information, as well as a direct link for the support person to start recording information. All calls are logged into a call history list as a means of helping attendants avoid missing calls, and CTImonitor also enables users to dial phone numbers from web pages.

It’s certainly auspicious when any product is improved upon, but Sitehelpdesk.com’s latest offering isn’t quite treading new ground by providing the ability to dial out directly from applications.