Great incident management solutions have to include call and Email management as well as telephone self-service. VoiceRite has engaged with the Help/Service Desk Industries top companies to improve work flow between IT Help Desk tools and Cisco Contact Center software. By more tightly coupling Cisco’s Unified Contact Express and VoiceRite’s Password Reset with Help Desk and Incident Management offerings, Help Desks can increase self-service and do more with fewer agents.

Designed For Help Desks
Generic contact center products don’t work well for most Help Desks. The Enhanced Help Desk Package provides basic installation and configuration of Cisco’s Unified Contact Center Express (UCCX) specifically for Help Desks. The Premium Help Desk Package adds the integration services to make UCCX work with your Help Desk tools to resolve more issues, faster and with better resolutions. Premium Help Desk includes telephone Password Reset self-service to launch your help desk to a whole new level of incident resolution throughput.

Makes Help Desk Agents More Productive
Every minute a help desk agent spends finding and transferring a call to someone else who knows the customer or specific product better is a minute they are not spending helping other customers. If you’re current help desk uses multi-line phones with a PBX, your help desk calls are probably getting answered using a hunt group. Hunt groups (hunting for a non-busy phone) come in various types, typically linear, circular or most idle. None of these increase the probability that the best person to resolve the issue will answer the call. By factoring in who is calling, what number they are calling and what they are calling about into the routing decision, the Premium Help Desk Package increases the overall incident throughput of your help desk. This allows you to grow your help desk, without the need for new agents. By helping your existing agents to resolve more incidents, they become more proficient, and you avoid the costs associated with bringing on new agents.

Leverages Software You May Already Own
Help Desk Package Enhanced is designed for companies that want a basic contact center for their help desk (or other informal contact center).In many cases, companies already own 5 seat licenses for Cisco Unified Contact Center Express because it came free with their Cisco Unified Communications Manager. Help Desk Package Enhanced uses these 5 licenses as a basis and adds the upgrades and services to get your 5 agent help desk or other informal contact center up and running.

Enhanced Package Benefits:

• Virtualized help desk agents provide help desk staffing flexibility
• Utilize the 5 contact center seats bundled with Cisco’s Unified Communications Manager

Enhanced Package Features:

• Inbound call Tracking
• Change agent state
• Supervisor-agent chat
• Team messages
• Reporting includes Agent Performance, Skill Group Performance, Customer Experience, and more
• Real-time skill and agent statistics, logs, and report displays

Hardware Components:

• Cisco Unified Contact Center Express Server
• Cisco Unified Communications Manager (Call Manager)
• Cisco Unified IP Phones

Enhanced Package Services:.

• One day of help desk analysis
• Installation, configuration, integration, testing, training and documentation of:
• Cisco Unified Contact Center Express
• Up to 5 Agents
• Up to 1 Supervisors
• Integration with Cisco Unified Communications Manager

Question: Why does a help desk need a contact center product?

Answer: Like everything in high tech, help desk managers continuously have to do more with the same resources. By adding skills based routing, queuing, and simple IVR, throughput is increased, allowing the same number of help desk agents to handle more calls.

Question: Can the components of the Help Desk Package be managed by a centralized IT or telecom group?

Answer: Yes, as companies move to VoIP, and converge on single vendor solutions like Cisco telephones and contact center for external customers and internal help desk, a centralized IT/telecom group can manage all of these more efficiently.

Question: Given that UCCX is real contact center software does, is it expensive?

Answer: No, VoiceRite has worked with Cisco and the Cisco resellers to offer a packaged solution that includes the services at a significantly lower price than the separate pieces of the package.