PortaSwitch Telecom Subscriber Management Platform Now Includes RT: Request Tracker CRM/Ticketing System

Leading Enterprise-Grade Ticketing Product Gives PortaSwitch Users Ability to Manage Subscriber Issues from Customer Info Screen; Creating New Ticket Requires Single Click

Feb 09, 2010, 09:15 ET from PortaOne, Inc.

COQUITLAM, British Columbia and SOMERVILLE, Mass., Feb. 9 /PRNewswire/ -- Global communications infrastructure company PortaOne, Inc. and Best Practical Solutions LLC, makers of issue tracking system RT: Request Tracker (RT), today announced the integration of RT into PortaOne's PortaSwitch telecommunications services and subscriber management platform for telephony service providers.  The integration gives PortaSwitch service providers a powerful new tool for improving both issue resolution and overall customer satisfaction.

RT: Request Tracker, the world's leading open-source issue-tracking system, has been proven since 1996 in thousands of companies around the world, from Fortune 100 companies to small non-profits.  Starting with PortaSwitch Maintenance Release 21 (MR21), the tool comes as a free upgrade for subscribers of PortaSwitch's PortaCare 24/7 technical support and maintenance program, and is also offered to all new customers at no cost.  

RT is suitable for tracking customer service inquiries as well as a wide range of other business processes.  It manages key tasks such as issue identification, prioritization, assignment, resolution and notification, and delivers the essential information necessary for fast and professional help desk, CRM and Network Operations Center (NOC) ticketing.

"Using RT can dramatically simplify and improve customer service workflows, giving service providers a pathway for major performance increases," said Roman Khalenkov, PortaOne Sales and Marketing Director.  "PortaOne has used RT internally for over five years for its own issue tracking needs.  We understand its value not only through our own daily use, but also through the positive feedback we've received from our own customers."

"PortaSwitch is an ideal application for RT.  Users can provide a welcome communication path for end users, and its interface has been fully internationalized in ten major world languages," said Keri Shaughnessy, Sales Manager from Best Practical Solutions.  "Internally, the platform allows customer service personal to track a ticket's full history and establish metadata in order to better retain knowledge and analyze service trends.  We believe PortaSwitch users will greatly benefit from this technology partnership."

RT is integrated into the PortaSwitch CRM/ticketing system as a seamless part of PortaSwitch's PortaBilling100, a converged VoIP billing and customer management platform.  Users access RT via the Customer Info screen in PortaBilling100, which directly links to the ticketing interface.  Once accessed, RT displays a list of the customer's open tickets where they can be easily accessed, all on one screen.  Creating a new ticket from the display requires only a single click.

PortaSwitch, PortaOne's flagship product, is capable of handling the complete call control and converged VoIP billing functions of a diversified digital services company, enabling wholesale VoIP carriers and ITSPs to deliver a wide variety of business models quickly and flexibly.  The comprehensive product consists of a real-time billing system, class 4/5 SIP softswitch, and application servers that deliver converged VoIP billing and provisioning, SIP call control, unified messaging, IP Centrex and hosted IP PBX, callback management, IVRs, conferencing and more.

To learn more about the PortaSwitch software platform, log on to www.portaone.com.

About PortaOne:

Based in Canada, PortaOne is a leading global vendor of carrier grade software for modern telecommunication service providers.  The company enables service providers and carriers to run a broad line of telecommunication services with a single software package, and offers a complete product consisting of fully converged VoIP billing and provisioning platform, class 4 and 5 SIP softswitch to support hosted IPPBX or IPCentrex services, unified messaging, IVR, conferencing applications, callbacks and more.  The company's products are a fundamental part of the business infrastructure at over 330 service provider locations worldwide.  To learn more, visit www.portaone.com.

About Best Practical:

Best Practical Solutions LLC are the creators of RT: Request Tracker, the leading open-source issue tracking system. Best Practical was founded to deliver value to RT's established base of users by providing custom development and user support for RT. We are fully committed to supporting RT as an open source technology, while providing the quality development and support necessary to operations in commercial enterprises and corporations. Best Practical was founded in October 2001 by Jesse Vincent, the author of RT. The company is located in Somerville, Massachusetts.  For more information, please visit www.bestpractical.com.



Roman Khalenkov

Keri Shaughnessy

Sales & Marketing Director

Sales Manager

866-747-8647, x7018




SOURCE PortaOne, Inc.