HEAT™ Plus Voice delivers an award-winning customer service and support solution for IT help desks, support centers and call centers.
Giving the Help Desk a Voice
HEAT Plus Voice, brings much-needed help to the help desk with voice-activated support. Part of the HEAT multi-channel communication platform, integrated IP telephony greets callers with automated prompts for intelligent call routing. Routine requests can be handled automatically with menu-driven self-help and automated password resets. Using HEAT Voice technology, the platform is scalable, flexible, and cost-effective—HEAT users gain enterprise-level functionality at an affordable price.
Agents get help from the Voice system to accelerate problem resolution, and callers get better service with less time on the phone. HEAT Plus Voice jumpstarts service delivery with:
- Lower service costs with agent-less service for self-help functions
- Improve service access to the right agents with skill-driven routing
- Reduce Costs with Shorter and Fewer Calls
- Extend the service desk with 24×7 Voice Self Service
- Shorten Calls by using Caller I.D. and “Reason for Call” before Ring
- Improve SLA Escalations with Real-Time Call Ticket Screen Pop
- Dynamic Processes with Outbound IVR Notification Calls
- Optimize service staff levels
Provide Differentiated Multi-Department Support
Password Reset — Allows customers to reset their Windows domain password with a phone call. “How-to” questions comprise 27-43% of help desk contact volume (Gartner), and password requests are a significant proportion.
Shared Incident Management — For incidents that affect many callers, such as a network failure, integration with the HEATBoard offers self-service options that can save the organization from being overwhelmed. Callers can open a new ticket by pushing a single button.
Voicemail Call Ticket — A caller can create a ticket with a voice message attachment, by entering a problem identifier and leaving a message. A HEAT business rule can automatically “pop” these voicemail call tickets to analysts’ screens during low call volume.
Ticket Status IVR (Interactive Voice Response) — HEAT Voice can access fields in HEAT to generate automated status updates, utilizing a variety of identification methods. For example, “status,” “journal notes,” and “description” fields can be read back to callers.
Caller I.D. with Screen Pop — The system can route calls to the person most qualified to answer. Caller I.D. identifies the individual while the call is in the queue. The system checks the HEAT customer information database for information to route the call, for example, what product the customer owns or who serviced the customer previously.
Outbound IVR Notification — Automated outbound follow-up calls can efficiently gather information and effectively disseminate information. Providing information about process milestones, getting approvals, or identifying tickets with insufficient or no activity improves service desk metrics.
SLA Real-Time Screen Pop — A call ticket nearing its SLA limit can automatically “pop” a notification on the analyst’s screen, enabling timely interaction with the customer and effective SLA management.
Considering HEAT™Plus Voice for your organization ? Let the Kifinti Solutions expert team help you. We can leverage our many successful implementations and our relationship with HEAT to help make your project a success. Ask about a free product evaluation.