Service Desk

TechM digital and NextGen Service Desk is rapidly changing the world of end users with highly personalized, proactive, and intuitive services creating a world class experience. Our customers and their end users are delighted with the sophisticated services that resolve faster, are more efficient and always available on any device, anywhere in the world. We built a better, smarter digital service desk of the future, customized virtual agents and chatbots, and are continuously improving the knowledge base and scripts to deliver

Highlights

• 25 global centers with 3000+ resources serving in over 42+ languages
• Long term engagements across Telecom, Manufacturing, Retail, Hi-Tech, BFSI
• Digital Service Desk serving 5+ Million contacts, Outcome based Integrated delivery model
• Next Generation Platform Services – Chatbot, RPA, AI, Analytics, SNOW and Remedy
• Up to 40% reduction in operating costs
• Automation of 50% Service Catalog items
• Up to 40% Volume Reduction

What we offer

Our Next-Gen Customer Experience Management Framework

Carexa is TechM’s NextGen customer experience management framework that improves customer engagement and experience. Carexa’s omni-channel technology cuts across all verticals and makes a great presence for the customers. Digital channels like ChatBOT, Visual IVR, Social media and Video kiosk enhance the reach and thereby amplify customer experience.

Service Desk Dashboard – Analytics Solution

TechM provides real time personalized Service Desk dashboard, which is hosted on cloud and gives management reports anytime / anywhere

• Performance Dashboards/ SLA Analytics
• Drill down and detailed view of metrics
• Integration with ITSM, Telephony and Quality monitoring tools
• Connect using a mobile web browser or native mobile app
• Personalized views for CIO, Directors and Project Managers dashboard

Consolidation

Over the years, we have successfully addressed issues related to consolidation of support across geographies, tools and services cutting across Infrastructure, Application and Security Layers. Our robust single window clearance model with multilingual capability offers support in 20+ languages, operating to address localization advantage while ensuring global service delivery standards.

Next Gen Solution

TechM NextGen offering is built on an iterative and comprehensive framework with digital technologies and automation at its core.

• Omni-channel process
• Robotic Process Automation and orchestration components
• Virtual touch points
• Cognitive analytics
• Knowledge management and reporting

RPA And Automation

Our Virtual agent and Chatbot implementation has recorded accuracy level as high as 80% resulting in 25-30% call volume reduction.

More than 50% of services catalog items automated by using AI and RPA resolving end user issues in shortest span of time.

• Employees on boarding process
• Mainframe requests
• Integration of ITSM tools with active directory, exchange, mainframe and business applications