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HEAT® Voice Enablement

Increase service, efficiency, productivity, customer satisfaction.

The mission of your help desk is to provide the highest level of service to your customers delivered by your available staff. HEAT Voice Enablement helps reduce analyst workload, improve call handling and enhance analyst productivity.

What are the benefits of HEAT Voice Enablement?

  • Reduce costs through shorter calls, less calls and fewer staff
  • Offer 24x7 help desk with voice enablement
  • Shorten calls with caller identity and reason for call known before it rings
  • Dynamic processes with outbound IVR notification calls
  • Improve SLA escalations with real-time call ticket screen pop

Features:

Password Reset: The IPCC Password Reset module for HEAT allows your customers to reset their own Windows domain password with a simple phone call.

Shared Incident Management: The IPCC integration with the HEATBoard offers self-service options for callers into the help desk for an incident that affects many people, such as a network failure. Calls into the help desk are offered the choice of opening a new ticket by a single button push.

Voicemail Call Ticket: A caller can enter an identifier and leave a message that identifies a problem. The data and message are then passed to HEAT, a ticket is opened with voice message attachment and the caller is automatically issued a ticket number. Moreover, a HEAT business rule can use IPCC to automatically pop such voicemail call tickets to analysts’ screens when call volumes are low.

Ticket Status IVR: For automated status updates, utilizing a variety of identification methods, IPCC can access fields in HEAT®. For example, status, journal notes and descriptions can be read back to callers.

Caller Identification with Screen Pop: Based upon your customer data and a method of identifying the caller in queue, calls can be routed to the person most qualified to answer their questions by checking the HEAT customer information database to see what product they own or who serviced them last.

Outbound IVR Notification: Automating the outbound follow up calls can help manage tickets that have been reported as having no activity for a stated threshold, thus improving service desk metrics. Outbound IVR can also be used to inform about process milestones or to get approvals.

SLA Real-Time Screen Pop: A call ticket nearing its SLA limit can be automatically popped on analyst’s screen using HEAT business rules, thus minimizing response times to and providing effectively real-time SLA management.

 

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