Contact Center Solutions for Information Technology Help Desks

An End to Communication Frustration

Telephone-based help desks are notoriously inefficient in solving IT problems. "Read me your config.sys file," says the frustrated help desk agent to the even more frustrated caller.

Physical visits to users are even less efficient, but are often the only effective alternative. Web-based help desk extensions are an increasingly popular effort to reduce the live agent workload, but self-service help is limited, and many users call immediately, saying to themselves, "Why waste time on the Web? I'll have to call eventually, anyway."

With CosmoCall Universe, help desks can enhance the value of Web-based self-service by providing the option of live assistance within the Web site. If self-service doesn't solve the problem, users can establish a live multimedia connection to a help desk agent with a simple mouse click. CosmoCall queues the calls, selects an agent with the right skills for each caller, and informs the agent about the caller and the specific problem.

A Win-Win Situation

Agents with CosmoCall Universe multimedia connections can see what the customer is seeing, and customers can immediately see the effects of a CSR's actions to correct errors and solve problems - all while discussing the problem and its resolution. CSRs can also take callers to the specific information they need, via Agent-Led Browsing, or send an update file, install it, and test it with the user. The resulting increase in help desk agent productivity is the ultimate win-win, increasing the level of support customers receive while reducing the cost of providing that support.

  CosmoCall Help Desk solution story