Overview:

Ivanti Voice integrates phone infrastructure with IT service management for improved customer experiences. It provides intelligent call routing, voice self-service, integrated voice response, and automatic screen pops for agents. The solution helps boost agent productivity, prioritize calls, and supports both on-premises and cloud deployments. Key features include skills-based routing, quality management, and seamless integration with existing phone systems. Ivanti Voice enhances service desk efficiency, ensuring better first-call resolutions and customer satisfaction.

Features and Benefits:

Capabilities:

• Integrates with IT service management for voice and ticketing workflows.
• Supports on-premises and cloud-based deployments.
• Offers intelligent call routing and voice self-service options.

Features:

• Skills-based routing to ensure effective call distribution.
• Automatic screen pops for agents with relevant customer data.
• Quality management tools for performance monitoring.

Benefits:

• Enhances agent productivity with efficient call handling.
• Improves customer satisfaction with faster issue resolution.
• Reduces call handling time and increases first-call resolution rates.