Telecommunications continues to evolve on a seemingly daily basis, bringing us more innovations, betters ways to stay connected and new platforms that allow for a fresh approach to the way we work and play. For the former, it also puts more pressure on the IT department to stay on top of those trends to ensure accessibility for the user and security for the network.
The challenges faced by the IT team in terms of telecom opportunities emerge as they attempt to resolve complexities and make it easier for users to bridge the gap between access and protection. For the help desk employee, this is a challenge as there are certain elements that are easier to manage than others. The help desk agent is put in place to improve the experience for the user. But how many of the hundreds of attributes possible on each phone and voice mailbox should the agent be able to manage?
At the same time, IT also has to determine the best way to present the attributes of the phone and voicemail system across multiple vendors on a single screen. If the agent has to navigate a number of different screens or systems to find information to handle a single interaction, the level of complexity intensifies and the time to handle the call extends beyond acceptable standards.
IT departments and help desks everywhere also have to deal with a challenge that is specific to their industry – there isn’t any consistency. Vendors will continue to develop and innovate on platforms they think meet the needs of the customer base and emerging trends. If users give the indication that they need an additional feature to function appropriately, the vendor is likely to push it out. Without clear standards, it becomes that much more of a challenge for the help desk agent to understand the expectations of the user.
Implementing an application that can handle the differences between phone types is an important step, but it’s not an easy challenge. With the seemingly endless variety of options on the market, any solution available is quickly obsolete if it can’t keep pace with innovation in the market. It helps if it’s available in the cloud for real-time updates, but even then the complexities of the latest models can slow time to market.
At the same time, the companies served also have constant change, an ever evolving approach to innovation that puts new demands on their IT and telecom capabilities. Without a sound solution in place, this constant pace could create more challenges than the benefits delivered.
For more information on how your help desk can overcome these challenges and stay abreast of the latest innovations to ensure they deliver the value expected in every interaction check out, “Empower Your Tier 1 Help Desk, Gain Time to Focus on More Critical Tasks.”
Edited by Stefania Viscusi