Telephones are everywhere we do business these days, and they’re used for more than just making calls. It all comes down to ease of access. If you already use one of Ivanti’s Service Desk products (ITSM v.7, Ivanti Service Manager or HEAT Classic), then you owe it to yourself to look into the Ivanti Voice product.
There are so many reasons you should consider Voice integration with your Service Desk:
- Automated Password Resets! Get your end users off the phone and back on-line in the shortest period possible. Automation also means that forgotten passwords can be reset 24×7, without tying up valuable FTEs.
- Screen Pops for Service Desk Technicians! Let the Ivanti Voice system start filling in your service tickets for you. Not only does this make things easier for your Service Desk, it allows them to see in an instant if the caller is a corporate VIP, needing the ‘white glove’ treatment.
- Call Routing with Custom IVR functionality! While everybody loves to joke about the “Press One For…” systems, a well designed and implemented IVR can speed your end users through the first level Service Desk and get them closer to the person with the correct answer sooner.
- Leave a message but keep your place in line! Nobody likes to be stuck in queue, forced to listen to elevator music while waiting for “the next available service representative.” Let your customers leave a voice-mail message, and when their turn in line arrives, a technician will call them back.
If this sounds exciting to you, contact Dataseti for a personal demonstration of the Ivanti Voice suite!
-Jeffrey Bromberger, Consultant – CISA, CRISC