A single point of contact (SPOC) may seem like an ordinary concept, but it helps in unifying all input channels and output information at a single point so that the information received is orderly, reliable and brings the customers to make the best decisions. In this way, the users would feel better served, which would further increase their reliance on a company and its services. Employees across different time zones and geographical boundaries are raising thousands of tickets and therefore, for internal and external communications they use Skype for simplifying their business processes. ExpressDesk has been a seasoned player in this genre, as it offers a complete integration with BMC Remedy and Skype for business, which makes the company’s service desk reachable via Skype, Facebook messenger, and other social media platforms.
ExpressDesk is one such vital catalyst and is considered a benchmark for managing and accelerating ticket processing processes to improve their quality of service. Customers expect immediacy and prefer screen sharing for the ease in describing their issue. With ExpressDesk, an organization’s service desk can meet consumer demands while also capturing critical data and metadata regarding an organization‘s service desk activity.
The ExpressDesk chatbot assists the end users with all their queries; for instance, to perform conditional processing based on the user profile or provides a solution through the knowledge base. These conversations are then shared with the service desk personnel, which on acceptance introduces a Remedy window which appears to be integrated inside the Skype for the business window; this setup provides the necessary details regarding the customers to an agent. Among the vast array of ExpressDesk’s offerings, “Quick Messages” are most often used. Instead of typing the same sentences repeatedly, agents can go for predefined messages that are sent automatically; and, it saves up a lot of time for the agents and the customers. File transfers are imperative when one provides an IT framework, and therefore, the files forwarded by either of the party through Skype are automatically saved in the BMC Remedy. Service Desk agents then keep a check on the customers who are available so that they can start a chat about an open ticket in one click. In such state, the selected ticket will automatically be displayed inside the Skype for Business window on the agent side, while on the employee side, the conversation will resemble as initiated from the Single Point of Contact. Employees can use their computers, MAC, mobile phones, or Tablet to interact with their IT Service Desk. Apart from all these services, the company also provides Information Technology Infrastructure Library (ITIL) - to focus on aligning IT services with the needs of a business, their offerings also include practice training for the employees and building customized features in BMC Remedy.
With ExpressDesk, an organization’s service desk can meet consumer demands while also capturing critical data and metadata regarding an organization‘s service desk activity
ExpressDesk’s solution also incorporates a supervisor dashboard that enables building reports and measuring real-time metrics and KPIs. Incepted in 2014, the Belgium-based ExpressDesk reduces the service desk’s workload by optimally utilizing Skype for business purpose. Several automation processes assist in completing Remedy tickets automatically, which brings down the operational costs while enhancing the quality of the service provided by the desk agents.
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