Giving the Service Desk a Voice
FrontRange Voice Communication Management for ITSM brings much-needed help to the service desk with voice-activated support. Part of the FrontRange multi-channel communication platform, integrated IP telephony greets callers with automated prompts for intelligent call routing. Routine requests can be handled automatically with menu-driven self-help and automated password resets. Using FrontRange Voice technology, the platform is scalable, flexible, and cost-effective—ITSM users gain enterprise-level functionality at an affordable price.
Agents get help from the Voice system to accelerate problem resolution, and callers get better service with less time on the phone. ITSM Voice Communication Management jumpstarts service delivery with:
- Lower service costs with agent-less service for self-help functions
- Improve service access to the right agents with skill-driven routing
- Reduce Costs with Shorter and Fewer Calls
- Extend the service desk with 24x7 Voice Self Service
- Shorten Calls by using Caller I.D. and "Reason for Call" before Ring
- Reduce Abandon Rates with automated call routing to available agents
- Improve SLA Escalations with Real-Time Call Ticket Screen Pop
- Provide proactive communication with Outbound IVR Notification Calls
- Optimize service staff levels
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Provide Differentiated Multi-Department Support
- Password Reset — Allows customers to reset their Windows domain password with a phone call. "How-to" questions comprise 27-43% of service desk contact volume (Gartner), and password requests are a significant proportion.
- Shared Incident Management — For incidents that affect many callers, such as a network failure, integration with Problem Management offers self-service options that can save the organization from being overwhelmed. Callers can open a new ticket by pushing a single button.
- Voicemail Call Ticket — A caller can create a ticket with a voice message attachment, by entering a problem identifier and leaving a message. ITSM Analysts see these queued items in real time dashboards.
- Ticket Status IVR (Interactive Voice Response) — FrontRange Voice can access fields in ITSM to generate automated status updates, utilizing a variety of identification methods. For example, "status," "journal notes," and "description" fields can be read back to callers.
- Caller I.D. with Screen Pop — The system can route calls to the person most qualified to answer. Caller I.D. identifies the individual while the call is in the queue. The system checks the ITSM customer information database for information to route the call, for example, where the customer is located or who serviced the customer previously.
- Outbound IVR Notification — Automated outbound follow-up calls can efficiently gather information and effectively disseminate information. Providing information about process milestones, getting approvals, or identifying tickets with insufficient or no activity improves service desk metrics.
- SLA Real-Time Screen Pop — A call ticket nearing its SLA limit can automatically "pop" a notification on the analyst's screen, enabling timely interaction with the customer and effective SLA management.
Learn more about FrontRange Voice Communication Management and how to give Voice to your business.
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