Psytechnics, a provider of IP voice and video performance and service management solutions, has launched a new 'Service Desk Manager,' which the company said is an enhancement to its Experience Manager solution.

 

The newly announced Service Desk Manager helps level one service desk staff quickly and easily identify and acknowledge IP voice or video calls and service quality incidents, and offers the necessary data to facilitate escalation to the right support group for immediate, first time resolution.

 

Also, the offering allows service desk staff to work more efficiently and operate proactively rather than purely reactively - initiating corrective actions and maintaining service quality.

 

"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," said Mike Hollier, chief technology officer at Psytechnics (News - Alert).

 

"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," Hollier said.

 

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