Integrating 24x7x365 Service Desk With Artificial Intelligence to Create an Efficient End-User Experience

The need to work smarter, not harder, has never been more critical. With ever-evolving IT landscapes and shifting needs of end users, organizations have been forced to rethink their application and IT support models. Utilizing a blended model of human support, predictive analytics, and artificial intelligence in your service desk can provide greater efficiencies and a more personalized experience for the end user.

“IT organizations that fail to deliver effective
IT self-service will struggle to increase agility and to
demonstrate value to the business.”
Gartner®1

The omni-channel capabilities we leverage allow us to supplement live agents with intelligent automation, chatbots, live messaging, and process automation, driving analytics and insights.

CTG’s scalable Application and IT Support Services provide best-in-class, omni-channel support for all questions, incidents, and requests. CTG delivers:

  • Partnership Consulting

    Mutually Agreed Upon Service Level Agreements (SLAs)

    • First Level Resolution (FLR)
    • Customer satisfaction
    • Abandonment rate
    • Speed to answer (all channels)
  • Schedule

    Standardized Weekly Reporting

    • Interactive data to drive strategic business decisions (customizations available)
  • Global Delivery Network

    Flexible Delivery Models

    • Onshore, offshore, and blended models
  • Connection

    24x7x365 Omni-Channel Availability

    • Voice
    • Email
    • Chat
    • SMS text
    • Web
  • 3 People

    ITIL-Certified Managers

    • 20+ years of experience
  • Training Education

    Trained Agents

    • 3+ years of experience

What is the difference between multi- and omni-channel support?

Multi-channel support allows clients to choose the methods of communication that work best for them to reach the end-user, such as email, voice, chat, etc. While multiple channels are available, they are not integrated often leading to miscommunications between channels and frustrated end-users.

Omni-channel support provides an integrated experience allowing clients to jump between channels (e.g., email to voice to text), which seamlessly continues their journey with end-users in the same interaction and offers one-on-one personalized communication.

Isn't it about time you change your service desk to stay ahead of the curve?

Watch our short video to learn how CTG's IT Support Services can use intelligent automation, chatbots, live messaging, and process automation to heighten your service desk capabilities.

Predictive, Continuous IT Support at Your Fingertips
Application and IT Support Services

CTG’s comprehensive services range from an initial support model assessment that better defines your support needs, to a partial or fully outsourced service desk with a range of available support models.

Our experienced analysts and omni-channel approach provide efficient and effective support services designed to minimize disruption, maximize productivity, bring discipline to your support environment, embrace continuous improvement, and improve end-user satisfaction.

  • Assessment/Envisioning

    Support Model Assessment

    CTG’s Support Model Assessment consists of:

    • Performing a comprehensive review of your existing support model
    • Providing a report of findings benchmarked against industry best practices
    • Delivering a recommended service desk maturity roadmap

     

    In partnership with ServiceNow, CTG also offers a ServiceNow Assessment. If your organization has implemented a ServiceNow instance, this assessment examines your current state and develops a strategy and roadmap for achieving your goals and specific initiatives through the platform. From reviewing service desk processes—including incident workflows—to evaluating virtual agents, cross-platform integration points, and SLA reports, a ServiceNow Assessment can determine what business processes you can mature and streamline across your enterprise.

  • Help Service Desk Tier 1 call center male

    Service Desk Support

    We are your end users’ single point of contact, and understand that the more we increase our FLR, the more value we provide to you. No matter the level of support, CTG thoroughly documents each issue to ensure seamless communication across departments, facilitates improved FLR, and contributes to a knowledge base to improve for the future.

    We offer infrastructure, cloud, application management, and any combination of multi-tier support model as shown in the diagram below.

Tier 1—IT Issue Resolution

Providing outstanding customer service to our clients is our ultimate goal. CTG provides 24x7x365 self-service tools and basic issue support via multiple channels for all IT-related questions, incidents, and requests.

We also offer partial and fully outsourced models to deliver high-quality experts with a wide variety of technical knowledge and a strong customer-oriented focus.

  • Guarantee continuity of the service through proactive planning and resource management
  • Operate according to ITIL best practices and ensure quality by providing an incident management process customized to client needs
  • Provide performance reporting and SLA results as agreed to in SLAs

We support everything from current cloud platforms (Microsoft and AWS) and Microsoft’s digital workplace suite, to legacy client/server applications and associated infrastructure.

Tier 1.5-3—Application-Level Issue Resolution

CTG provides Tier 1.5 Application-Level Service Desk Support, as well as Tier 2-3 Application-Level Management Support.

Tier 1.5 application support agents provide 24x7x365 basic “how-to” and navigational issue support via phone, chat, and email for all application-related questions and incidents. All of our Tier 1.5 agents receive vendor-specific training in industry-leading systems to help improve your FLR and lower average talk times, letting your end-users return to work faster.

Tier 2 application support analysts resolve break fixes, as well as manage production support, participate in testing, and complete minor repeatable builds.

Tier 3 senior-level application support analysts work with you to review requests and projects, complete build tasks, provide unit and integrated testing services, support escalation and coordination with vendors, write reports, scripts, and custom rules, and take on other responsibilities related to managing your mission-critical portfolio of applications

CTG supports 900+ applications, including:

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We help our clients achieve greater end-user satisfaction while reducing Costs

Children’s Hospital 

Providing Tier 1 IT Service Desk since 2018

  • Telephone Service Factor: 85%+ of calls answered in 30 seconds
  • Resolution Time: 99.7% of phone and 97.2% of web-submitted contacts resolved or escalated within 1 hour
  • Abandonment Rate: ~2% after 30 seconds

Aerospace Industry Manufacturer

Providing Tier 1 IT Service Desk Support since March 2019

  • Telephone Service Factor: 90+% of calls answered in 30 seconds
  • Resolution Time: 94+% of phone calls answered within 30 seconds and 95+% of web-submitted contacts responded to within 1 hour
  • Abandonment Rate: ~1% after 30 seconds
Hr Shutterstock 420967231 Help Desk Services Supporting Image 1

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Why CTG?
  • Global Delivery Network

    Flexible Delivery Models—One Size Does Not Fit All

    It’s a balance between quality and cost. We offer various package levels with several pricing options to accommodate all IT support needs. CTG also maintains multiple delivery models to support unique requirements, including a blended onshore/offshore staffing model to contain costs.

  • Experience/Industry Expertise (correct file)

    Proven Experience

    CTG has provided digital transformation IT solutions and services for 55+ years and supported more than 900 applications for over 180 clients.

  • Continuous Data Cycle

    Continuous Improvement

    We leverage industry-best Continuous Quality Improvement (CQI) processes that review every escalated incident to drive higher FLR.

  • Technology Industry

    Seamless Integration

    We can integrate into your existing support infrastructure, or provide managed services and assume all support responsibility.

  • Growth Improvement

    Higher First-Level Resolution

    Our support teams resolve issues at the first level to avoid escalation to more expensive resources, freeing up your time for more strategic initiatives and minimizing costs.

  • Patients People Staff

    Qualified Resources

    • Trained agents with 3+ years’ experience
    • ITIL-certified managers with 20+ years’ experience
    • National access to qualified resources
    • Flexibility to quickly ramp up or down

1Source: Gartner®, “Design IT Self-Service for the Business Consumer,” Matchett, Chris, 24 September 2020. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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How CTG can help you achieve your desired business outcomes through digital transformation.

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