What to Consider When Selecting an IT Help Desk Solution

Operating a medium-sized business is a game of checks and balances. This is particularly the case when you decide it is time to look for an IT help desk solution.

On one hand, you are too large to rely on the “one-size-fits-all” solutions often most suitable for small businesses. 

On the other, you are too small for an enterprise IT help desk partner to take you on as a client.

This sweet spot you’re in doesn’t feel so sweet.

You fall right in the middle – you have more sophisticated IT needs than the small company you once were, yet are a long way off from being large enough for enterprise-level providers to pay attention to you as a viable client.

You’ll be happy to know there are dedicated IT help desk options out there for your business. While it may be a bit harder to find help with comprehensive IT service desk management support options, once you do, keep these three tips in mind as you start to evaluate their services:

1. You don’t have to DIY

Just because you’ve grown as a company by keeping IT in house, doesn’t mean this is your only option for the future. 

Open up to the possibilities of what the right partner company could do for you. One example of a starting place could be taking lower-level support tickets off your in-house team. This frees them up for more advanced and strategic IT work to help your company grow. Even the most enthusiastic help desk employee can lose motivation when stuck answering routine password reset requests day in and day out.

2. You can control your costs via analytics

Partnering with a company to handle your help desk inquiries will not be a fixed cost – in a good way. Look for a company who will include real time analytics with their IT services that can help identify areas of improvement and cost savings. 

By offering analytics within the solution, you will be able see much more than just what happened last month. This includes near-real-time details of the support inquiries, such as quantity, by department, region, resolver group and most common request.

You should also be able to monitor the details of the process and see variations and adjust as needed. For example, if there is unusual activity, you can easily identify if it is training related, system related or even simply educating your employees about lower cost contact methods (for example using the chat instead of picking up the phone for a live conversation). 

3. Don’t go too big or too small

Some partners who are too small to handle your support needs will do their best to win your business. An account like yours would look great on their customer list. And while it may feel good to be their largest client, the support, the value for your money and analytics you will be missing by not selecting a partner with a more robust offering will not be worth the ‘big fish in a small pond’ status you would have by choosing them. Your business growth is just too important to limit service at this stage.

On the flip side, some of the enterprise providers may be persuaded to offer you support, but there you’ll be on the opposite side of the situation. You’ll not be able to take advantage of all the services, support and cost savings because the solution will not fit your unique needs that companies have when they’re at the 250 – 3000 seat size. If you’re able to convince them to do business with you, you will likely be overpaying for their support.

Freeing your existing IT staff from level one support tickets, gaining insight through analytics and knowing there are IT help desk support options specifically for the unique needs of your business can open up the throttle on profitable growth for your company. 

Did we miss anything? Comment below with anything you might be looking for in a SmartDesk solution.

Source: http://compucom.com/blog/what-consider-when-selecting-it-help-desk-solution

2023 Buyers Guide

Get Listed

Speech Technology

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)

Aculab VoiSentry VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.)

Call Tracking Metrics Execute automated actions based on words spoken by your customer. Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights. Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer. Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

6.)

Eckoh EckohASSIST Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place. Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.)	MattsenKumar LLC SmartSpeech SmartSpeech – The Best In Class Speech Analytics Software An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.)

Medallia V-Blaze Speech to Text Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text. - Transcribe large volumes of recorded audio quickly - Integrate transcripts with your analytics or business intelligence platform - Reduce your hardware footprint and minimize total cost of ownership

9.)

Nemesysco InTone Suite - Emotion Detection via Voice Analysis InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation. It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call. Nemesysco's contact center technology is also available in API and SDK forms. Please visit our website for information about our product portfolio.

10.)

Voxjar Voxjar Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con... (read more)Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better conversations with your customers. Voxjar brings value across all departments to improve Sales, Marketing, Customer Care, Collections, Compliance, and even your Product Team. Deep insights into each customer conversation will invigorate every corner of your business. Start today with a free 14-day trial

 

View more from CompuCom

Recent Blog Posts:

Improving Customer Engagement with In-store Selling Advisor	January 21, 2019
4 Successful Retailers Innovating their Technology	December 10, 2018
The Impact of 24/7 Service and Support with your Enterprise Mobility Suite	October 17, 2017
What to Consider When Selecting an IT Help Desk Solution	September 12, 2017
How One Retailer Deployed Their Enterprise Mobility Solution	August 24, 2017