dmi

Section 508

DMI Customer Engagement Services

Intelligent Service Desk

We help you provide employees with the support they need while reducing costs and boosting productivity.

Supporting your employees cost effectively is more critical than ever. Shifting service requests from calls with live agents to messaging and automated options can reduce costs by up to 40%, without compromising support quality.


But how do you overcome employees’ natural resistance to change?

Before 10% Live Chat (Live Agent) Self-Help 8% 82% Voice (Live Agent)
After 10% Self-Help Automated 10% 30% Messaging (Virtual Agent) Voice (Live Agent) 20% Messaging (Live Agent) 30%

Today, about 82% of employee service requests are made via voice calls with live agents. We can help you provide the same level of support more efficiently and affordably.

how we transform your service desk

1

Select an engagement channel like SMS, Apple Business Chat, WhatsApp, etc.

2

Reduce service desk calls with IVR call deflection to messaging

3

Leverage agents skilled in the interplay between human and virtual support

4

Implement proactive and reactive analytics throughout the lifecycle of incidents

Challenge

  • Employees are busy
  • Support phone calls are expensive
  • Poor customer service leads to unresolved issues

Solution

  • Offer employees options without forcing change
  • Let employees contact support at their convenience
  • Reduce the need to call for support

DMI leverages a variety of technologies to ensure your employees remain productive, while still addressing their needs.

Conversational Technologies

Embrace messaging over voice/
chat
Reduce dependency on live
agents

IVR Deflection to Messaging

Reduce calls to support by up to
50%
Improve speed to answer/
resolution

Digital Experience Monitoring

Reduce inefficient service calls
Diagnose and correct issues
proactively
Decrease the time Level 1 agents
spend resolving problems

Cloud-Based Contact Center

Adopt a geographic approach to
agent staffing

Tailored Interactive Voice Response

Customize to user’s needs
Prioritize calls based on value
Automate customer support
Route to appropriate agents

Advanced Analytics

Use real-time data for insights
into call volumes and incident
trending

Ready to modernize your service desk?
Get in touch for an ROI assessment.