The service desk is meant to be the first point of contact between the end users and the IT service management. Due to this, your service desk could be spending time answering questions that don’t necessarily require IT attention, such as password resets, approving change request, or checking service-request status. Have you found yourself having to re-enter information that should have been recorded during the first interaction with a client? What if there was a way to automatically capture this information? When the network is down, you’ve probably experienced a bombardment of calls, but not enough time to attend to all of them. What if there was a way to improve first-call resolution rates and handles calls more effectively?
Ivanti Voice for Service Manager integrates existing phone infrastructure with the IT service desk environment for intelligent call routing, integrated voice response, voice self-service, screen pops, and call management functionality. Only with Ivanti can IT service teams now be empowered with a completely integrated, voice-enabled service management solution to improve customer satisfaction with higher first-call resolution rates, more self-service options, and better call handling.