02 – Analytics Engines Inside Your Help Desk
The help desk sometimes gets a bad rap. At its worst, some have named it the ‘helpless desk’. At its best, your problems are anticipated and resolved quickly and pleasantly, with minimal effort on your part. Analytics plays a big role in Unisys InteliServeTM platform. Danielle Reinhart, Director-Analytics Services at Unisys, explains how analytics engines such as the First Call Fix Flag, the Triage Bot and Causation Correlation work behind the scenes to make your next call the help desk more…. helpful.