NEXT-GEN SERVICE DESK

Transforming Support Systems to Business Continuity Solutions

KNOW MORE

 

 

Our next-gen Service Desk empowers IT teams to be effective guardians of mission-critical applications. Leveraging emerging technologies, analytics, automation and machine learning, we proactively engage with users to resolve incidents faster, proactively prevent issues and reduce IT support costs.

Across the different regions of the globe, our multi-language capabilities integrated services delivery model, IPs, assets and tools enable efficient and seamless migration to cloud.

Our scalable and flexible solutions support over 2.3 million incidents and over 170,000 requests every year, and include

  • Service Desk channels
  • Phone, e-mail, web and chat
  • Self-help service deployments
  • Interactive voice response (IVR), knowledge portal and one-click fix
  • Multiple language and geographies

 

DIFFERENTIATED SUPPORT FOR WINNING OUTCOMES

 

80 percent first-level resolution
That is what our shift-left and self-service paradigm creates through superior-quality knowledge databases and self-heal practices.

 

50 percent reduction in L2/L3 efforts
We achieve this for our clients through our blended L1 and L1.5 support that provides swift resolution of a substantial number of L2 incidents by L1.5 Service Desk Teams itself.

 

Single point of contact support

 

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One-click fix for recurring issues
With more than 200 automated objects, we ensure proactive, intelligent and swift resolution of all recurring issues.

 

A central node for customer feedback
As an efficient hub of customer feedback, we deploy analytics and cutting-edge technologies to extract insights that can predict issues and effectively pre-empt them to achieve superior customer experiences.

 

DRIVING ENHANCED BUSINESS VALUE

 

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SUCCESS STORIES

Improving Resolution Rate to 84 Percent and On-Call Incident Resolution by 50 Percent
 
Banking and Financial Giant Reduces High Cost Effort by 63 Percent with Mphasis