From the Wires
First Voice-Driven Mobile App for Help Desks Now Available from ManageEngine
Feb. 28, 2013 09:15 AM
ManageEngine,
the real-time IT management company, today announced the general
availability of the very first speech-driven mobile app 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. Previewed at Mobile
World Congress 2013, the ServiceDesk Plus voice-enabled iPhone app
is now available on the Apple App store via http://ow.ly/hT7hv.
Also, a video demo of the ServiceDesk Plus iPhone app can be viewed at http://ow.ly/i79PD.
Editions for other operating systems will follow later this year.
“Providing best-in-breed IT help desk support is a challenging task
which requires a lot of organization, patience and employee time,” said
Craig Cameron, global IT project manager at ArjoHuntleigh (UK). “Our IT
department was coming under increasing strain resulting from a growing
number of support requests. This put added pressure on our antiquated
ticket management process and created unnecessary stress for staff. The
addition of an integrated voice recognition mobile app into ManageEngine
ServiceDesk Plus means the team can now respond to tickets from any
location, off any device, and without the need to type. This luxury
feature saves my team immense amounts of time, enabling them to focus on
other business critical IT projects.”
Setting the New Help Desk Standard
Until now, the majority of IT help desk technicians have been glued to
their desktop computers, troubleshooting and emailing end-users. A
mobile app can free those technicians 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 that can compromise
productivity. With the voice-enabled ServiceDesk Plus mobile app, techs
can forgo the keyboard and dictate their commands and notes — reducing
frustration, improving productivity, and increasing customer
satisfaction.
Incorporating proven speech recognition technology from Nuance
Communications, Inc., the ServiceDesk Plus iPhone app provides an
interactive, Siri-like user experience. It executes spoken commands and
performs voice-to-text data entry, enabling users to:
-
Dictate tickets
-
Edit tickets
-
Reply to tickets
-
Assign/reassign
-
Close tickets
In addition to the voice features above, the ServiceDesk Plus iPhone app
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 is available today,
free of charge, from the Apple App Store via http://www.manageengine.com/products/service-desk/mobile-app.html.
Support for additional mobile operating systems will be announced in the
coming months.
For more information on ManageEngine ServiceDesk Plus, please visit http://www.manageengine.com/servicedeskplus.
For more information on ManageEngine, visit http://www.manageengine.com;
follow the company blog at http://blogs.manageengine.com,
on Facebook at http://www.facebook.com/ManageEngine
and on Twitter at @ManageEngine.
About ServiceDesk Plus
ManageEngine ServiceDesk Plus integrates help desk requests and assets
for managing organizations’ IT effectively. It helps to implement ITIL
best practices and troubleshoot IT service requests faster. ServiceDesk
Plus is highly customizable, easy-to-implement help desk software. More
than 10,000 IT managers worldwide use ServiceDesk Plus to manage their
IT help desk and assets. ServiceDesk Plus is available in 23 different
languages. For more information about ManageEngine ServiceDesk Plus,
visit www.manageengine.com/servicedeskplus.
About ManageEngine
ManageEngine
delivers the real-time IT management tools that empower an IT team to
meet an organization’s need for real-time services and support.
Worldwide, more than 70,000 established and emerging enterprises —
including more than 60 percent of the Fortune 500 — rely on ManageEngine products
to ensure the optimal performance of their critical IT infrastructure,
including networks, servers, applications, desktops and more.
ManageEngine is a division of Zoho
Corp. with offices worldwide, including the United States, United
Kingdom, India, Japan and China. For more information, please visit http://www.manageengine.com/;
follow the company blog at http://blogs.manageengine.com/,
on Facebook at http://www.facebook.com/ManageEngine
and on Twitter at @ManageEngine.
ManageEngine is a trademark of Zoho Corp. All other brand names and
product names are trademarks or registered trademarks of their
respective companies.
Tags: ManageEngine, real-time IT, Zoho, ServiceDesk Plus, help desk,
voice-enabled mobile app, iPhone, Siri, Nuance Communications, Nuance,
mobile, application management, desktop management, virtualization,
cloud, IT management, business service management, application
performance monitoring, user experience monitoring, network management,
server management
About Business WireCopyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.
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