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.

Excellent Return On Investment (ROI)
CIO’s are under extreme pressure to fund only those solutions that offer a measurable Return on Investment. The Premium Help Desk Package provides an attractive return based on two factors:

1. Measurable per incident cost reduction (avoidance) by automating Password Reset calls (self-service).
2. Measurable increase in handled incidents with the same or fewer help desk agents (throughput).

For a 10 person help desk, including 1 supervisor, with 30% of calls for password Reset (low value). Offering self-service password reset over the phone avoids $943,934 in costs over 5 years. Increasing throughput by routing the call or email to the best agent, and screen popping the customer information, results in an additional $873,043 in cost avoidance, or the ability to take an additional 198,596 calls.

Premium Package Benefits:

• Automation of Password Resets
• Increased incident throughput
• Better tracking and response to calls and emails

Premium Package Features:

• Expanded Self-Service with Password Reset
• Call routing to agent or skill group based on the number called, caller ID and touch tone input
• Agent E-Mail queuing and response system
• Phone and PC display of customer data, such as name, priority level, phone number, etc.
• Supervisor Desktop shows agent state (on a call, Ready, Not Ready), and agent statistics in real-time

Hardware Components:

• Cisco Unified Contact Center Express Server
• Password Reset Appliance (1U)
• Cisco Unified Communications Manager (Call Manager)
• Cisco Unified IP Phones

Premium Package Services:.

• One day of help desk and telephony analysis
• Installation, configuration, integration, testing, training and documentation of:
• Cisco Unified Contact Center Express
• Up to 10 Agents
• Up to 2 Supervisors
• Agent and supervisor desktop screen pop (CTI)
• Up to 2 Auto Attendant/Menu Call Flows
• Up to 2 Skill Groups
• Password Reset with either MS Active Directory,  or Cisco Unity connectors
• Integration with Cisco Unified Communications Manager (CUCM)

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 Password Reset self-service, skills based routing, agent desktop screen-pop, queuing, and other IVR, throughput is increased, and calls are avoided 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, 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.