Sponsored Post: Reduce Work Tickets While Simplifying UC Management
Employee self-service can cut support volume by as much as 80% and gain tremendous ROI.
A quick and easy way to significantly reduce telecom-related work tickets and their associated cost is to implement an employee self-service strategy. Technology has finally made this possible and the benefits are compelling.
If your telecom engineers and administrators are still processing work tickets for PBX, voicemail and UC password resets, call forwarding and mobility features, or for IP telephone programming, you have an immediate opportunity to reduce your work ticket volume while capturing some significant hard-dollar savings. The solution is to implement browser-based user self-service administration for these features, with a simple-to-understand user interface.
In the world of Amazon, Southwest Airlines, iTunes, and smart phone apps, users know how to "help themselves!" So give them some credit and open up the features they want for self-service options. Doing this can help to streamline the users' workflows and also to get the resulting benefits for the business operations.
These benefits can be pretty tangible. In fact, Marty Parker, one of the industry's leading Unified Communications experts, estimates that adopting an employee self-service strategy for telecom MACD administration can provide:
* An average ROI of 845%
* A decrease in work ticket volume of up to 80%
* More time for telecom engineers to complete strategic initiatives
* Immediate MACD response times for employees
Fortunately, technology has advanced to the point where deploying self service is not only possible, but it's easier than you might think, even if the voice systems are from different vendors.