Next Gen Service Desk
Next Generation Service Desk
Transforming Support Systems to Business Continuity Solutions
WDLC Next-Gen Service Desk offers solutions and accelerators for a smart, future ready service that improves IT teams productivity and empowers them to be effective guardians of mission-critical applications.Our Next-Gen Service Desk operations are led by ITIL Methodology and driven by IT Service Management best practices with believe in paradign shift from “SLA’s to XLA’s” to provide self-healing before users notice issues, self-help that allows users to control resolution, first and second level support, VIP support for a differentiated service through omni channel support (chat, web, email and social).
WDLC leverages emerging technologies, analytics, automation and machine learning to engage and resolve incidents faster to restore services, proactively prevent issues,reduce IT support costs and improve Customer Experiences.
Our scalable and flexible solutions support over 800,000 incidents and over 150,000 requests every year, and include
- Next- Gen Service Desk Omni-Channels
- Walk-In,Phone, e-mail, web and chat
- Self-help service deployments
- Interactive voice response (IVR), knowledge portal and 1-click fix
- Multiple language and geographies
- Paradigm shift from SLA’s to XLA’s (CX)
DIFFERENTIATED SUPPORT FOR WINNING OUTCOMES
85% First Contact Resolution
WDLC’s shift-left and self-service paradigm creates through superior-quality knowledge databases and self-heal practices.
65% reduction in L2/L3 efforts
Effort and Cost savings for our clients through our blended L1 and L1.5 support that provides swift resolution of a substantial number of L2 incidents by L1.5 Service Desk Teams itself.
Single Point of Contact Support
1-Click fix for recurring issues
50 Plus automated use cases, we ensure proactive, intelligent and swift resolution of all recurring issues.
A Centralized hub for 360 feedback
An efficient hub of customer feedback, we deploy analytics and cutting-edge technologies to extract insights that can predict issues and effectively pre-empt them to achieve superior CXs.