CTG Provides a Modern IT Service Desk With Amazon Connect

Too many IT service desks today fail to give callers the support they need. More often than not, frontline agents don’t act as support specialists so much as call routers and information collectors. Customers who call in for help are often greeted by representatives who don’t know who they are and what they need, whether it’s their first or 15th time calling about an issue.

The problem isn’t with support specialists themselves but with the limitations of the tools they are using. For example, a ticketing system usually results in deferring an issue until the right people can get to it rather than prioritizing knowledgeable frontline agents and quick problem solving. This might have been the only option in the past, but today, CTG invested in the right tools and can turn to modern approaches to elevating IT support for the frontline staff.

Through the expertise of internal solution architects and an external partnership with Amazon Connect, CTG offers IT service desk solutions that bring end users better, faster problem resolution. CTG designed the strategy with a “shift left” approach to move the support process closer to the customer.

Using the building blocks from Amazon Connect, CTG can tailor solutions to address the specific needs of any organization and empower agents with the knowledge they need, given their ability to use artificial intelligence to deliver personalized customer service right off the bat. With CTG’s shift-left approach to advanced IT service desk solutions, agents are no longer forced to hand off calls or collect the same information from customers again and again.

The CTG Difference in Action

Take the example of one healthcare company that needed to accommodate seven languages with its service desk. Having dedicated agents on staff for each of these languages was impractical, so CTG came up with a way to bring translators into the call without causing any significant disruptions to the support experience.

Using the Amazon workflow, CTG created .WAV files to tell callers which number to press for help in their specific language. From that point forward, each voice menu option is communicated in that preferred language, making the process straightforward for callers. The system then puts the caller on hold, playing a message every 30 seconds to inform them that a translator is being located and connected. On average, this adds only about five minutes to each call and greatly increases the number of people whom CTG can service on behalf of the healthcare provider.

In another example, a healthcare organization identified a need to accommodate nurses who rarely had the time to stop and call their IT service desks for support. The provider wanted to enable nurses to report issues and receive responses with the much more efficient texting medium.

This would have been a big ask with traditional IT service desk solutions, but it was well within reach for CTG and Amazon Connect. Not only is CTG able to facilitate text support, but text message requests can now be logged for later, allowing IT specialists to follow up to ensure that everything was resolved and update everyone on an issue’s progress through text or email.

In these examples and more, CTG expands the reach and accessibility of IT service desk solutions to provide more effective and efficient problem resolution. It’s time to move beyond the traditional phone and ticket-based approach and shift left to provide better experiences for customers and staff alike.

For more information on choosing a service desk provider that provides efficient support services designed to minimize disruption and improve end-user satisfaction, download our CIO's Guide to Finding a Service Desk Provider. To learn more about how CTG can help optimize your service desk and IT Support Services, get in touch today.

Contact the CTG Team