The document outlines strategies for automating internal helpdesk operations to improve efficiency and return on investment (ROI). It highlights challenges such as frequent password reset requests and the high cost of helpdesk inquiries, suggesting solutions like self-service password resets and ticket status lookup applications. By implementing these automated systems, organizations can reduce agent workload, improve user experience, and optimize existing IVR resources.

1. Automating the Helpdesk
Ways to Leverage IVR Internally for Maximum ROI

2. Contents| Automating the Helpdesk
2
 The untapped “vertical”
 Helpdesk challenges
 Self-service solutions
 Benefits & ROI

3. Rethinking IVR| The Untapped Vertical
3
Internal
Helpdesk
 POS Systems
 Equipment malfunctions
 Human Resources
 Facilities Problems

4. Helpdesk Challenge| Outages
4
Email Server Down
Database Server CrashPoint-of-Sale
System Unavailable

5. Helpdesk Solution| Alert Messaging
An alert messaging application should allow you to:
 Easily turn alerts on or off
 Record messages on the fly
 Configure by dialed number
 Administer by web & phone
 Divert calls from helpdesk agents
 Increase ROI on existing IVR systems
5
TIP

6. Helpdesk Challenge| Frequently Asked Questions
Helpdesk agents are plagued by
repetitive requests
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How do I
process a
gift card?
Where is
the reset
button?
What is
our group
number?
What does
this error
mean?
How do I
change my
password?
What is
the URL?
How do I
download
a new
version?
Should I
ignore this
warning?

7. Helpdesk Solution| FAQ Menus
An FAQ Menu application should allow you to:
 Configure menus and sub-menus
 Reorder topics based on relevance
 Record prompts and messages
 Report on item popularity
 Route call based on topic selected
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TIP

8. Helpdesk Challenge| Password Reset
 Password-related calls comprise 20% to 40%
of all helpdesk inquiries.*
 The average helpdesk call costs an average
of $10-$30.*
 Resetting another user’s password requires
accessing private information for
authentication purposes.
*Based on aggregate research findings of Gartner, Forrester, and IDC.
8
Reasons
for Helpdesk
Calls
“I forgot my password.”

9. Helpdesk Solution| Self-Service Password Reset
A Password Reset application should allow you to:
 Offer a wide range of challenge questions
 Enroll users via web or batch import
 Configure the number of type of questions asked
 Give users a choice of interaction modes
 Securely encrypt sensitive data
 Leverage existing licenses & underutilized IVR ports
 Improve ROI
9
TIP

10. Helpdesk Challenge| Service Tickets
Typical Support Ticket Retrieval
“What’s going on with my
desktop support issue?”
“Can you tell me your service
ticket number?”
“7530901”
“Thanks. Let me look that up for
you…”
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11. Helpdesk Solution| Ticket Status Lookup
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Speech
Rec
Text-To-
Speech
Web
Services
Automated Ticket Status Application
A ticket status application provides an efficient, easy-to-use interface for callers & offloads
work from helpdesk staff, allowing them to focus on more mission-critical IT projects.

12. Fully Automated Helpdesk| Components
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Outage Alerts FAQs
Password Reset Ticket Status
Skills Routing
Key call drivers united at their core by intelligent, skills-based routing.

13. Password Reset| Actual ROI Example
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Try out the savings calculator at:
www.interactivenw.com/?p=4467

14. Password Reset| INI IDReset™
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Automated Password Reset Solution
For Active Directory Users
 Improves Security
 Reduces Cost
 Leverage Existing Systems
 Increases productivity by allowing
users to independently regain access
to the corporate network without
the assistance of a helpdesk agent.

15. INI| Learn More
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