This presentation covers ways organizations can leverage Interactive Voice Response (IVR) internally for self-service support inquiries, contact agent relief and maximum ROI.
5. 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
5
TIP
6. Helpdesk Challenge| Frequently Asked Questions
Helpdesk agents are plagued by
repetitive requests
6
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?
7. 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
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TIP
8. 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.
8
Reasons
for Helpdesk
Calls
“I forgot my password.”
9. 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
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TIP
10. 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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11. Helpdesk Solution| Ticket Status Lookup
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Speech
Rec
Text-To-
Speech
Web
Services
Automated 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.
12. Fully Automated Helpdesk| Components
12
Outage Alerts FAQs
Password Reset Ticket Status
Skills Routing
Key call drivers united at their core by intelligent, skills-based routing.
13. Password Reset| Actual ROI Example
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Try out the savings calculator at:
www.interactivenw.com/?p=4467
14. Password Reset| INI IDReset™
14
Automated Password Reset Solution
For Active Directory Users
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.