ISM - Voice Demo for Network Outage
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Music.
- A major service outage
can generate a flood of calls
to your service desk.
But, it doesn't have to be like that.
Watch how Ivanti's
Service Manager voice
can automatically handle these calls
and get people
back to work immediately.
Let's start with Paul.
A sales rep who calls
his service desk.
- Please enter your customer ID.
To enter a letter, use
the corresponding number key.
- Ivanti Voice recognizes Paul,
and that he's based in a region
currently experiencing
a network outage.
- The network in the Western region is down.
- Ivanti Voice prompts to ask if he's calling about the network outage
in his region.
- If you were calling about this problem, please press one.
- Since that's why Paul is calling,
he presses ONE for Yes.
- To listen to the problem
description press...
- The system then tells him about a workaround to the network outage,
so he can get back
to work right away,
without wasting valuable time
waiting on hold.
- The current workaround
in this issue is
the Western regional router is down.
The network traffic
has been re-routed.
Please reboot your computer
and log back in.
- A ticket is automatically created against the call
and Paul is notified that he'll get an alert when the outage is resolved.
- Thank you.
Your incident number is 11838.
You will receive an email
when the issue is resolved.
- End of call. Happy Paul.
That's right.
Ivanti Solutions get Paul
back to work immediately,
log the incident
against the known outage,
and notify him
when the outage is fixed.
It's all done without involving the service desk staff on this
and potentially,
hundreds of other calls.
Freeing the staff to work
on more critical tasks.
Wanna know more?
See how your organization can benefit from Unified IT at Ivanti.com
Music.