Solutions

ZIF for Service Desk

Evolve your current Service Desk Operations to a New-Age Digital Service Desk

An efficient service desk keeps people, processes and technology in sync for operational efficiency. Evolving your service desk into a New-Age digital service desk has become a mandate for the modern digital enterprise.

Zero Incident Framework TM focuses on the end-user experience rather than traditional SLAs to evaluate service desk performance.  A Digital Service Desk captures user experience and provides insights to help improve it.

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Features

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AIOps based Analytics Platform

Enhances service desk productivity and enables quicker decision making. A unified dashboard provides ticket metrics such as Estimated Time to Complete and a virtual agent for auto triaging.

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AI based Voice Assistance

Reduces workload of service desk personnel with on the spot response and automation of mundane tasks, effectively reducing the wait time and mean time to resolve.

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Chat Bots

Reduces ticket volume and offers a uniform customer experience

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Social Media Integration

Integrates multiple experience channels for users to interface with their support teams – e.g. WorkplacebyFacebook, WhatsApp, etc.

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Automation

Improves productivity by automating process workflows through intuitive activity-based tools and triggers automation of tasks through user events or the virtual supervisor

Benefits

  • Faster remediation and services through the use of automation and the virtual supervisor
  • Transparency in resolution
  • Seamless integration with existing service desk tools
  • New-age user experience enabled through integration of social media with traditional channels
  • Decreased end user incidents by leveraging AIOps platform

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