Targeted troubleshooting for improved agent productivity and maximized resolution rates

SOLVATiO^® Help Desk will enable your help desk agents to resolve even complex technical customer problems, just as your most experienced support experts would.

Initiated by a customer’s problem description, SOLVATiO^®’s automated troubleshooting procedures will guide your support agents efficiently through problem resolution.

SOLVATiO^®’s powerful automated decision-making features do the job and are fully definable by your support experts via the SOLVATiO^® Studio design component. SOLVATiO^® Help Desk provides your help desk agents with powerful automated troubleshooting capabilities:

Smart user guidance

• Dynamic agent guidance based on automated troubleshooting procedures
• Ad-hoc testing
• Skill-adaptable interaction
• Integrated feedback functionality

Powerful visualisation

• Dynamic topology view with integrated display of diagnostic status
• Cockpit-style quick-check views
• Skill-adaptable views

Integration

• Automated retrieval and interpretation of back-end data
• Integrated with your CRM and trouble ticketing system for on-demand ticket generation
• Seamless handshake across support units (i.e. E2E support flows and troubleshooting data)

SOLVATiO^® Help Desk provides your support agents with powerful troubleshooting guidance, enabling them to resolve even complex customer problems efficiently.

The benefits for you: improved help desk resolution rate, reduced cost per call and improved customer experience.