Services
Delivering multi-lingual support from the help desk, while also maintaining high service levels, is obviously challenging. And yet, the efficient operation of the organization requires the same kind of efficiency in IT.
Any business process management that burns unnecessary resources is not only bad for IT’s performance, in terms of both expense and customer service. It also burns resources for the whole organization. When employees have no choice but to wait for incident resolution, the opportunity cost is high. Work isn’t getting done. Distractions start to rub off on colleagues. On and on the cycle continues. It’s expensive. And it’s also avoidable.
OTI ITIL v3 from OTI Support, Inc. meets this challenge by delivering the following:
Cloud-Based Best Practices
- ServiceNow ServiceDesk platform
- Full ITIL compliance
Expanded Coverage
- Native speaking agents to span the Americas (English, Spanish, Portuguese)
Knowledge Collaboration
- Knowledge inventory
- Conversation capture
Improved Metrics and Enhanced Optics
- 90%+ first contact resolution rate
- Workflow reporting and analytics