ManageEngine announced the ServiceDesk Plus-MSP iPhone app, the industry’s first voice-enabled mobile application for managed service providers (MSPs) running an IT help desk.
The ServiceDesk Plus-MSP iPhone app incorporates powerful speech recognition technology to set a new standard for MSP help desk software, enabling IT professionals to manage the entire lifecycle of help desk incidents - from executing commands and dictating notes to making other extended text entries.
MSP help desk technicians are under constant pressure to respond to service requests and resolve tickets as quickly as possible. A voice-enabled mobile app frees help desk techs from their desktop consoles and lets them use voice commands - instead of a cramped onscreen keyboard - to access and reply to tickets at any time, from anywhere. In turn, MSP help desks gain faster response and resolution times, improved productivity, and superior customer experience and satisfaction.
"The surge in smartphone adoption and trends like BYOD are increasing enterprise mobility," said Jayakumar Karumbasalam, Product Manager at ManageEngine. "With the iPhone app for ServiceDesk Plus-MSP, we're introducing 'Siri for the help desk' - breakthrough voice capabilities that empower MSPs to take advantage of today's mobile trends. Our iPhone app lets MSPs establish mobile access to their business-critical help desk software so they can respond and resolve issues around the clock and around the world, increasing the efficiency of their help desk - and their bottom line."
Created to meet high demand from customers, the new ServiceDesk Plus-MSP iPhone app handles multiple accounts in a single help desk so MSPs don’t have to juggle multiple applications. The app also reflects recent trends in enterprise software as customer service, call center, and now help desk software embrace cutting-edge social and mobile tools to improve efficiency.
ManageEngine uses speech recognition technology from Nuance Communications, Inc. to deliver a complete, voice-enabled mobile app for the MSP help desk that offers an interactive, Siri-like user experience. As a result, the ServiceDesk Plus-MSP iPhone app executes spoken commands as well as performs voice-to-text data entry.
The app’s voice-enabled features include:
- Dictate tickets
- Edit tickets
- Reply to tickets
- Assign/pickup tickets
- Close tickets
In addition to the voice features above, the ServiceDesk Plus-MSP iPhone app also includes a number of features that can be accessed via the iPhone touchscreen, enabling users to:
- Filter requests based on criteria (unassigned, pending, open, etc.) and on custom filters
- View request details for individual accounts
- View contract details for accounts
- Create, edit and delete requests
- Perform actions (pick up, assign, close, reply) for requests
- Work log and resolutions can be added/modified for each request
- Make individual request billable/non-billable
- Add/modify notes for each request
- Set custom filters
- See full, multi-threaded view of conversations
- Access custom fields
- Request history details
- View attachments
Attendees at Mobile World Congress 2013 will be the first to preview the new app, launching initially for iPhone users with other operating systems following later this year.
The voice-enabled ServiceDesk Plus-MSP iPhone app will be available in the Apple App Store free of charge with ServiceDesk Plus-MSP by early March 2013. Support for additional mobile operating systems will be announced in the coming months.
Related Links:
Click here for more information on ManageEngine ServiceDesk Plus-MSP
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