Help desks are challenged by limited capital and human resources in keeping employees online and productive. To address this issue, employee-facing support centers are turning to problem resolution software to increase their productivity and deflect live interaction to lower cost channels. ATG delivers an integrated suite of knowledge management, support automation, and self-service tools optimized for the technical environment. As a result, inexperienced users solve problems like experts, and experts leverage their productivity to avoid solving the same issues again and again.

Solve the problem once…and reuse the solution often
ATG Knowledge for the help desk leverages a support organization's combined knowledge by providing a unified console that will deliver precise and accurate answers from structured and unstructured content. Additionally, ATG ensures that new knowledge is easily captured and existing knowledge is continually improved, by making knowledge maintenance a simple by-product of every service interaction. This process enables support organizations to solve every problem only once and avoid duplicating efforts.

Productivity through self-service and automation
Help desks must be selective and strategic in their support efforts. Agents must be able to identify and focus on the most important 20 percent of the issues, and deflect the remaining 80 percent, most of which are redundant, to lower cost channels that include self-service and support automation. With Natural Language Processing (NLP) technology guiding agents and customers through the problem solving process, self-service is now a viable and effective channel for support. Likewise, extending the power of the knowledgebase via support automation and self-healing eliminates the guesswork from root-cause analysis, and can even resolve an end-user's issue before that end-user even realizes there is an issue to begin with.

ATG offers both functionality and flexibility that are proven to help a wide-range of technicians to do more with less. ATG Knowledge for the help desk provides both self-service and assisted service capabilities with options for automated support, self-healing, and seeded knowledge bases.

Benefits