Solutions

ZIF for Service Desk

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

ZIF for 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 Predictive and Prescriptive Analytics Platform

Enhances service desk productivity and enables quicker decision making. A unified dashboard provides ticket metrics such as Estimated Time to Complete, Sentiment Analytics and Recommended Resolutions for tickets.

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AI-based Voice Assistants and Chatbots

Provide consistent customer experience and reduce workload of service desk personnel with on-the-spot responses and automation of mundane tasks, effectively reducing ticket volume, wait time and the service metric Mean Time to Resolve.

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Social Media Integration

Integrates multiple experience channels for users to interface with their support teams, like Workplace by Facebook & WhatsApp.

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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. 200+ plug and play workflows for service desk and incident management.

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Virtual Supervisor

Machine Learning algorithms aid initial triaging, priority assignment and auto-rerouting of tickets to appropriate support groups.

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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