ComputerTalk’s ice contact center on Skype for Business streamlines Magnetek’s helpline Summary The technical and field support team at Magnetek runs a phone helpdesk that operates as a first point of contact for after-market services. Support technicians work with crane operators and maintenance technicians in the field to help them solve real- time problems. The nature of their work requires them to be offline or away from the desk intermittently throughout the day. This can lead to confusion among the group about who is available to take calls versus who is working on other projects. The team’s voicemail was separate from the call queue and lacked a call back option, so customers who couldn't reach a support technician would “call and hang up, call and hang

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