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.