Sponsored Post: Raise a Little Help!
UC managers have waited long enough to get the help they need to quickly complete complex initiatives, reduce expense and improve response times.
Telecom and IT departments are busier than ever. There is always something requiring their immediate attention. They are constantly under pressure. They have top-of-mind initiatives for SIP, BYOD, WebRTC, Mobility, Virtualization, Presence, Video and others.
They are being required to do more with less. They are overburdened and understaffed. To make things even worse, there is typically a growing backlog of work tickets for simple UC moves, adds, changes and deletes (MACDs) and it takes days or even weeks to get them completed. As a result, service levels decline, expenses increase, and employees throughout the organization are affected.
To help ease this pain, many telecom and IT departments are searching for a way to fully offload costly, repetitive MACDs to tier 1 help desk agents. This would create a number of winners, such as UC and IT managers who are responsible for budgeting, cost reduction and finding the time to complete important initiatives. Employees would also win. They would be able to stay connected by having their requested changes executed immediately from anywhere that allows communication with a help desk agent.
All of this sounds great, and the UC industry has been waiting a long time for it. But is it really possible? Let's face it, help desk agents don't know UC or telecom! The interfaces for UC and voice systems are overwhelming and offer too much access. What if a help desk agent makes the wrong change? How can you determine which phone, voicemail and UC attributes are safe for a help desk agent to manage? How do you present phone and voicemail attributes across multi-system and multi-vendor environments on a single screen? How do you deal with the lack of consistency across different UC vendors' systems? How do you make the process simple enough for your help desk agents to truly process MACDs without help from your telecom or UC engineers?
These questions and struggles continue to prevent IT departments from leveraging their help desk agents as a means to off-load simple tasks that they simply don't have time for.
UC management vendor Unimax has taken a cue from this dilemma and developed a solution called HelpOne. This web-based software enables tier one help desk agents to immediately create or delete a phone or voice mailbox, change an employee's voicemail password, phone PIN, speed dials, zero-out extension, call forwarding numbers, simultaneous ring settings, phone labels, voicemail notification preferences and many more without the assistance of voice engineers. HelpOne was designed to work in single- and multi-vendor environments. It successfully addresses the traditional barriers to off-loading mentioned above.