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Service Desk

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Explore the TechM digital and NextGen Service Desk that is rapidly changing the world of end users with highly personalized, proactive and intuitive services creating a world class experience. Our existing customers have witnessed numerous benefits by taking this digital journey with us. 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 knowledgebase and scripts to deliver:

Up to 40%
reduction in operating costs

Automation of 50%
Service Catalog items

Up to 40% Volume
Reduction

Service Desk Consolidation with 15+ global centers, Multilingual support in 20+ 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

Digital Service Desk serving 5+ Million contacts, Outcome based Integrated delivery model

Long term engagements across Telecom, Manufacturing, Retail, Hi-Tech, BFSI

Service Desk Consolidation with 15+ global centers, Multilingual support in 20+ languages

Next Generation Platform Services – Chatbot, RPA, AI, Analytics, SNOW and Remedy

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
dashboard

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

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.

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

nextgen
nextgen

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.

Employee on boarding process

Mainframe requests

Integration of ITSM tools with active directory, exchange, mainframe and business applications

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.

Employee on boarding process

Mainframe requests

Integration of ITSM tools with active directory, exchange, mainframe and business applications

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.

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.

A Day in the Life of a user

A Day in the Life of a user

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