ManageEngine launches voice-driven mobile app for help desk

11th March 2013 | By Mouseworld Now Correspondent |

Chennai, India, February 21, 2013: ManageEngine, the real-time IT management company, today launched the very first speech-driven mobile application for the IT help desk, the ServiceDesk Plus voice-enabled iPhone app. The app sets a new standard for help desk software, incorporating powerful speech recognition technology to let IT professionals manage the entire lifecycle of help desk incidents  from executing commands and dictating notes to assigning or closing out tickets.

Shailesh Kumar Davey, Vice President – Engineering, ManageEngine, said, “At ManageEngine we use latest technologies to offer simple, user friendlily and cost effective products, aimed at changing the way IT is managed. The innovative and easy to use voice enabled Help Desk iPhone application will help the IT professional to be productive on the move.”

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 techs to handle trouble tickets from anywhere, anytime. But if the app does not offer speech recognition, the techs are forced to use tiny onscreen keyboards and are unable to multi-task. Voice-enabled mobile apps let techs forgo the keyboard and dictate their commands and notes to reduce frustration, improve productivity and increase customer satisfaction.

Setting the New Help Desk Standard

Created in response to high customer demand, the new ServiceDesk Plus iPhone app reflects the latest trends in enterprise software as customer service, call center and now help desk software embrace cutting-edge social and mobile tools to improve efficiency. To that end, the ServiceDesk Plus iPhone app incorporates speech recognition technology from Nuance Communications, Inc. to deliver a complete voice-enabled IT help desk mobile app that offers an interactive, Siri-like user experience. As a result, the ServiceDesk Plus iPhone app executes spoken commands as well as performs voice-to-text data entry. The new voice-enabled features let users:

  • Dictate tickets
  • Edit tickets
  • Reply to tickets
  • Assign/reassign
  • Close tickets

 

In addition to the voice features above, the ServiceDesk Plus iPhone app also includes a number of features that can be accessed via the iPhone touchscreen, enabling users to:

  • Create new tickets, categorize, 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
  • Customize the request view
  • Track the time spent on tickets using Worklog
  • Update the status of the requests

Pricing and Availability

The voice-enabled iPhone app for ServiceDesk Plus will be available in the Apple App Store free of charge with ServiceDesk Plus by early March 2013.

Support for additional mobile operating systems will be released in the coming months.

 

© Mouseworld Now News Service

 

 

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