President & CEO of Peak Process Group, an industry-leading Operational Consulting firm specializing in functional design & development. Despite a rapid rise in automated customer support ...

How tech like gamification, predictive analytics, sentiment analysis, and social ticket integrations can help you transform your help desk platform for a new age of customer interaction. Our team ...

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience both ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

When discussing intelligent automation, the topic often veers toward chatbots. The terms "chatbots" and "virtual support agents" (VSAs) are often used interchangeably. But are these two technologies ...

The IT Service Desk Agent is responsible for diagnosing computer problems and responding to user inquiries and escalating issues within the IT Department or 3rd Party supplies. A key responsibility of ...

Microsoft customers will soon be able to build their own artificial intelligence (AI) agents that can work on tasks like onboarding new workers or answering help desk questions. Microsoft announced in ...

Installed on a LAN, the SupportDesk 9.1 appliance is accessible via an Internet connection. Users open a browser session to a Web server running on the appliance. The informative pages on this Web ...

Google LLC wants to help customer experience agents be more productive and helpful with the addition of a new tool in Chrome OS Enterprise, called the Desk Connector. In a blog post today, ChromeOS ...

Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

The new offering provides an upgraded configuration management database (CMDB) model and increased security measures for enterprises SolarWinds Service Desk Enterprise meets the challenges of modern ...