Ivanti - Voice for Service Manager

Are you looking for seamless and easy integration between your telephone system and service management?

Add Voice Automation to Ivanti Service Manager to Improve End User Satisfaction and Service Desk Efficiency.

Talk to CTMS about how your existing telephony system can be rapidly integrated with Ivanti Service Manager to provide service management voice automation configured to your needs.

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VOICE AUTOMATION AVAILABLE FOR IVANTI ON PREMISE OR CLOUD SERVICE MANAGER

See how Voice Automation helps reduces calls to your service desk during a service outage.

Watch the Video

See how Voice Automation helps reduces calls to your service desk during a service outage

See how Voice Automation improves your service desk efficiency when callers report an incident.

Watch the Video

See how Voice Automation improves your service desk efficiency when callers report an incident

 

Dramatically reduce wait times, transfer rates and abandoned calls. Take advantage of skills based routing, screen pops with caller details, and self service capabilities with fully integrated voice interactions.

The Voice Module for Ivanti Service Management is native Ivanti technology and is embedded into the Ivanti Service Management Platform.

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EASY DEPLOYMENT

An enterprise connector installed onsite keeps audio local reducing network and firewall changes. Extends any phone system, no rip and replace. Connectivity to Ivanti Voice is provided via industry standard SIP trunks from an IP-enabled PBX, media gateway or VoIP service provider.

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WHY IVANTI VOICE FOR SERVICE MANAGER?

Ivanti Voice Delivers Improved:

End User Functionality

  • Voice Self Service
  • Raise Incident by Telephone
  • Integrated Voice Response
  • Voice Mail Generated Incidents
  • Text to Speech Problem Notifications
  • Routing to Correct Service
  • Password Reset
  • Approval Updates
  • Top Problem of the Day Broadcast
  • Status Update Notifications

Service Desk Agent Functionality

  • Complete Call Centre Solution
  • Agent Softphone and Integrated Toolbar
  • Queue Management
  • Automated Service Identification
  • Automated Call Distribution
  • Automated Skills Based Routing
  • Priority Customer Prioritisation
  • Screen Pop Caller & Record Details
  • Agent Presence Detection
  • Agent High Load Detection
  • VM Recording Queue Prioritisation
  • Call Recording & Whisper Coaching

Service Desk Team Management Functionality

  • Supervisor Quality Management: Call Monitoring, Whisper and Silent Listening
  • Supervisor Call Conferencing
  • Criteria Based Call Recording
  • Agent Presence Management
  • Estimated Wait Times and Call Diversion
  • Historic Call Centre Statistics
  • Real Time Reporting
 

IVANTI VOICE CONNECTS TO

Ivanti Service Manager

Connects to Ivanti Service Manager Cloud or On-Premise options

Your existing telephony system

Connectivity to Ivanti Voice is provided via industry standard SIP trunks from an IP-enabled PBX, media gateway or VoIP service provider.

Xtraction

Provide your service management team with a real time view of analytic metrics for Voice and Service Management, as well as data from other Ivanti products and third party systems, all on one wall board or dashboard.

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Ivanti Voice for Service Manager connects to...

 

Integration with your existing telephony system

Connectivity to Ivanti Voice is provided via industry standard SIP trunks from an IP-enabled PBX, media gateway or VoIP service provider.