AMBER Service Desk
Request Processing Center
SOLVES PROBLEMS
Systematize the work of internal and external service services and create a single entry point for all requests
Increase the speed of processing service requests, manage priorities
Control the quality and timing of request processing
Distribute the load evenly across operators and support lines
Build operational work with incidents
Analyze the efficiency of the service services
FUNCTIONAL FEATURES
- Registration of incoming external and internal requests in a single information environment and an interface adapted to the specifics of the Customer.
- Setting up scenarios for the distribution of requests by executors according to the competencies of employees and internal regulations.
- Setting up filters for any parameters, segmenting requests for analytics.
- Saving the history of interaction with clients or internal employees: requests, their statuses, complaints, correspondence, calls.
- Designing specific business processes for processing requests, depending on their type, channel, complexity of resolution, priority and other nuances. The AMBER Service Desk provides for the classification of applications, the register of services, and SLA.
- Integration with IP telephony, mail, messengers, website, social networks.
- Setting up chatbots to reduce the load on operators and process typical requests.
- Setting up the knowledge base used to work with requests.
- Setting up analytics on the funnel of requests, operator downloads, and channels for receiving payments.
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