ManageEngine Introduces Industry’s First Voice-driven Mobile Apps For Help Desk
ServiceDesk Plus sets IT help desk standard with Siri-like functionality for managing tickets from start to finish – all via voice
• Reduces help desk response time by facilitating the verbal execution of commands
• Built on Nuance Nina, ServiceDesk Plus enables voice recognition to perform complex actions
• Implemented due to high demand from ServiceDesk Plus’ 20,000+ customers
March 4, 2013 3:15 by anila
Dubai, UAE, 4th March, 2013 — ManageEngine, the real-time IT management company, today launched the very first speech-driven mobile applications for the IT help desk, the ServiceDesk Plus voice-enabled iPhone and iPad apps. The apps set a new standard for help desk software, incorporating powerful speech recognition technology to enable IT professionals to manage the entire lifecycle of help desk incidents from a single platform — from executing commands and dictating notes, to assigning or closing out tickets. ServiceDesk Plus is launching first for iPhone and iPad users, with other operating systems to follow.
“Think of this as Siri for the help desk,” said Raj Sabhlok, President of ManageEngine. “The ServiceDesk Plus voice-enabled iPhone and iPad apps deliver groundbreaking new functionality that nobody else is offering for the IT help desk. Our new iOS apps are going to change the way people think about operating their help desk, making IT technicians’ lives simpler, faster, more satisfying and more productive.”
Today, the majority of IT help desk technicians are glued to their desktop computers, troubleshooting and emailing end-users. A mobile app frees those help desk technicians to handle trouble tickets from anywhere, anytime. But without speech recognition, technicians are forced to use tiny onscreen keyboards, limiting capability and ability to multi-task. Voice-enabled mobile apps let technicians forgo the keyboard and dictate their commands and notes, reducing frustration, improving productivity and increasing customer satisfaction.
Setting the New Help Desk Standard
Created in response to high customer demand, the new ServiceDesk Plus iPhone and iPad apps reflect the latest trends in enterprise software, as customer service, call center and help desk software embrace cutting-edge social and mobile tools in order to improve efficiency. To that end, the ServiceDesk Plus iPhone app incorporates speech recognition technology from Nuance Communications, Inc., to deliver complete voice-enabled IT help desk mobile apps with an interactive, Siri-like user experience. As a result, the ServiceDesk Plus iOS apps execute spoken commands and performs voice-to-text data entry. The new voice-enabled features let users:
- Dictate tickets
- Edit tickets
- Reply to tickets
- Close tickets
In addition to the voice features above, the ServiceDesk Plus iPhone and iPad apps also include a number of features that can be accessed via the iOS touchscreen, enabling users to:
- Create new tickets, categorise, and edit request details
- Assign/pick up requests
- Reply to users with resolution and close tickets from the app
- Track time spent on tickets via Worklog
- Perform searches based on subject, requester or priority
- Customise the request view
- Track the time spent on tickets using Worklog
- Update the status of the requests
Pricing and Availability
The voice-enabled iPhone and iPad apps for ServiceDesk Plus are available now from the Apple App Store, free of charge with ServiceDesk Plus. Download the appropriate free app via one of the following links:
- ServiceDesk Plus iPhone: http://www.manageengine.com/products/service-desk/mobile-app.html
- ServiceDesk Plus iPad: http://www.manageengine.com/products/service-desk/help-desk-ipad-app.html
- ServiceDesk Plus (Manage Service Provider) iPhone: http://www.manageengine.com/products/service-desk-msp/iphone-app.html
- ServiceDesk Plus (Manage Service Provider) iPad: http://www.manageengine.com/products/service-desk-msp/ipad-app.html
Support for additional mobile operating systems will be announced in the coming months.
For more information on ManageEngine ServiceDesk Plus, please visit http://www.manageengine.com/servicedeskplus. For more information on ManageEngine, visit http://www.manageengine.com; follow the company blog at http://blogs.manageengine.com, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.
A video demo of the voice-enabled iPhone app can be viewed at http://www.manageengine.com/products/service-desk/mobile-app.html
About ServiceDesk Plus
ManageEngine ServiceDesk Plus integrates help desk requests and assets for managing organisations’ IT effectively. It helps to implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is highly customisable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages. For more information about ManageEngine ServiceDesk Plus, visit www.manageengine.com/servicedeskplus.
ManageEngine delivers the real-time IT management tools that empower an IT team to meet an organisation’s need for real-time services and support. Worldwide, more than 70,000 established and emerging enterprises – including more than 60 percent of the Fortune 500 — rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corp. with offices worldwide, including the United States, United Kingdom, India, Japan and China. For more information, please visit http://www.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.
ManageEngine is a trademark of Zoho Corp. All other brand names and product names are trademarks or registered trademarks of their respective companies.
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