Service Desk is the face of the entire IT organization in a company. Customer Satisfaction depends on how good is your service desk. Many a times, running an efficient service desk is a challenge especially when IT is not your core business. According to Gartner, by 2020, 80% of outsourced service desks for global enterprises will no longer require human service desk agents for the first contact.
ServiceRize intelligent service desk operations addresses the business challenges imposed by inefficiently managed service desk such as:
ServiceRize Bot Highlights
Natural and intuitive user interface with omni-channel (web/chat/email/phone) support and self-service capability.
Intelligent automation engine at the back of the system for automatic resolution of L1 & L2 level service desk tickets.
Comes with rich library of 200+ pre-built IT skills like password resets, share folder access, user on-boarding, etc.
Machine learning and NLP capabilities to understand and auto-classify service desk tickets in natural language.
ServiceRize Operational Model
ServiceRize operates on “shift-left” philosophy where most of the mundane tasks at L1/L2 are done by ServiceRize robots. Our competent L3 level technical team is equipped with right skills to handle complex network/server/applications support level tickets.
Intuitive user interface resulting in superior customer experience
Auto-resolution of tickets with reduction of MTTR
Auto-classification saving considerable time of support staff
With auto-resolution human errors are considerably reduced.
Finally reduction in total cost of ownership
Why ServiceRize Service ?
Innovative service offering leveraging ServiceRize bots and human agents
Over 14 years of experience in ITSM tools and running service desk operations
SLA based 24×7 service
Flexible engagement model with instant scale-up choice to handle increased call-volumes
Guarantee of 50% cost reduction in first year and 10-15% cost reduction year over year.
Typical Customer Case Study Results
50% reduction in the cost of operation
Onsite support staff is free from mundane ticket resolution
Improved productivity, with a 40% reduction in manual effort