Psytechnics Launches ‘Service Desk Manager’ to Drive Improved IT User Support for IP Voice and Video

Level One Service Desk Support Drives Service Management Process Efficiency and Facilitates Proactive Support Improving Service Reliability

[USPRwire, Mon Nov 09 2009] Psytechnics, a leader in IP voice and video performance and service management, today launches ‘Service Desk Manager,’ an enhancement to its award winning Experience Manager solution. Service Desk Manager enables level one service desk staff to quickly and easily identify and acknowledge IP voice or video call and service quality incidents, providing the necessary data to facilitate escalation to the right support group for immediate, right first time resolution. Service Desk Manager enables service desk staff to work more efficiently by putting relevant, user based, call performance data at their fingertips. This enables them to operate proactively rather than purely reactively, initiating corrective actions and maintaining service quality before IT users notice that service levels may be degrading.

Psytechnics’ Service Desk Manager enhances Experience Manager, Psytechnics’ performance management solution by adding level one service or help desk process support to Experience Manager’s existing business, operations and level three technical support functions. Service Desk Manager is designed with service desk operator expertise and function in mind, automating the integration of the call by call analysis and decision making from Experience Manager with the CDR (call detail record) reporting from the voice or video vendors’ call management platforms. This enables the level one staff to more accurately identify the type of problem the IT user is experiencing and escalating the call to exactly the right technician, accelerating resolution and improving customer support levels.

“The Service Desk Manager solution is essential for Service Providers and Enterprise IT organizations as they strive to improve service management efficiencies, operating proactively rather than purely reactively,” says Dr. Mike Hollier, Psytechnics’ CTO. “Service Desk Manager allows service desk staff to identify the types of problems IT users are having with IP voice or video services and readily escalate them to the right team within the support organization. This avoids the typical support call ‘bounce-back’ that plagues many IT support functions, driving improved customer or IT user satisfaction as well as IT support efficiencies.”

Key Facts:

• Service Desk Manager is a new function within the Experience Manager solution set, complementing Experience Managers’ existing level three support and business and operations management functions.

• Using Experience Manager’s integration interface, CDRs from the VoIP and video conferencing vendors’ call management platforms are integrated with Experience Manager’s detailed real-time call performance analysis providing intuitive, proactive and reactive service management process support suitable for the level one service desk through level two/three support.

• Psytechnics will be demonstrating Experience Manager and Service Desk Manager at VoiceCon San Francisco, Booth #809.


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About Psytechnics

Psytechnics is the leader in voice and video performance management solutions, enabling effective management of service levels and reduced operating and support costs for IP Telephony, Video Conferencing and Unified Communications in fixed, mobile and converged environments.

Psytechnics' Experience Manager is a comprehensive solution for voice and video performance management, troubleshooting, service level reporting, and compliance. Using real-time, objective call analysis detailing the actual user experience presents accurate results for right first time ‘find and fix’ using the right resource. Experience Manager, winner of Internet Telephony and Unified Communications magazines ‘Product of the Year 2008,’ focuses on application specific as well as the IP transmission characteristics to detect user affecting factors such as noise, delay, distortion, and echo that, when combined, will determine the users’ experience.

Psytechnics is a registered trademark of Psytechnics Ltd. All other trade names, trademarks, and registered trademarks are the property of their respective owners.

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