Automating the HelpdeskWays to Leverage IVR Internally for Maximum ROI

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Contents| Automating the Helpdesk

The untapped “vertical” Helpdesk challenges Self-service solutions Benefits & ROI

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Rethinking IVR| The Untapped Vertical

Retail

Govt

HealthcareBanking

Insurance

Internal Helpdesk

Traditional Verticals need Helpdesks for Employees who Face Unexpected issues: POS Systems Equipment malfunctions Human Resources Facilities Problems

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Helpdesk Challenge| Outages

Unplanned Outages Create Helpdesk Call-volume Spikes

Email Server Down Database Server CrashPoint-of-Sale System Unavailable

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Helpdesk Solution| Alert Messaging

An alert messaging application should allow you to: Easily turn alerts on or off Record messages on the fly Configure by dialed number Administer by web & phone Divert calls from helpdesk agents Increase ROI on existing IVR systems

Resolve Calls Immediately with Proactive Alerts

TIP

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Helpdesk Challenge| Frequently Asked Questions

Helpdesk agents are plagued by

repetitive requests

How do I process a gift card?

Where is the reset button?

What is our group number?

What does this error

mean?

How do I change my password?

What is the URL?

How do I download

a new version?

Should I ignore this warning?

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Helpdesk Solution| FAQ Menus

An FAQ Menu application should allow you to: Configure menus and sub-menus Reorder topics based on relevance Record prompts and messages Report on item popularity Route call based on topic selected

Offload Redundant Questionson Popular Topics

TIP

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Helpdesk Challenge| Password Reset

Password-related calls comprise 20% to 40% of all helpdesk inquiries.*

The average helpdesk call costs an average of $10-$30.*

Resetting another user’s password requires accessing private information for authentication purposes.

*Based on aggregate research findings of Gartner, Forrester, and IDC.

Reasonsfor Helpdesk

Calls

“I forgot my password.”

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Helpdesk Solution| Self-Service Password Reset

A Password Reset application should allow you to: Offer a wide range of challenge questions Enroll users via web or batch import Configure the number of type of questions asked Give users a choice of interaction modes Securely encrypt sensitive data Leverage existing licenses & underutilized IVR ports Improve ROI

Users can Regain AccessIndependently & Securely

TIP

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Helpdesk Challenge| Service Tickets

Typical Support Ticket Retrieval

“What’s going on with my

desktop support issue?”

“Can you tell me your service ticket number?”

“7530901”

“Thanks. Let me look that up for you…”

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Helpdesk Solution| Ticket Status Lookup

Speech Rec

Text-To-

Speech

Web Service

sAutomated Ticket Status Application

A ticket status application provides an efficient, easy-to-use interface for callers & offloads work from helpdesk staff, allowing them to focus on more mission-critical IT projects.

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Fully Automated Helpdesk| Components

Outage Alerts FAQs

Password Reset Ticket Status

Skills Routing

Key call drivers united at their core by intelligent, skills-based routing.

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Password Reset| Actual ROI Example

Try out the savings calculator at: www.interactivenw.com/?p=4467

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Password Reset| INI IDReset™

INI IDReset™Automated Password Reset SolutionFor Active Directory Users

Key Benefits Improves Security Reduces Cost Leverage Existing Systems Increases productivity by allowing

users to independently regain access to the corporate network without the assistance of a helpdesk agent.

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INI| Learn More