Service Desk Service

Miami University is seeking information from potential partners who have expertise in providing service desk services. The university is looking for a long-term partnership to provide quality service desk first point of contact support at a reasonable price. The proposed solution may include a combination of AI chatbots, human escalation, and other technologies. The university requires a solution that can respond to customer interactions originating from phone calls, email, and chat, and provide 24x7x365 coverage. The solution must also deliver 85% customer satisfaction reliably and have a raw resolution rate of at least 80%. Some of the key features of the proposed solution include: • Respond to customer interactions originating from phone calls, email, and chat • 24x7x365 coverage • Deliver 85% customer satisfaction reliably • Raw resolution rate of at least 80% • Leverage the university's existing knowledge base and public technical documentation • Integrate with the university's ITSM platform, TeamDynamix • Provide real-time dashboards and SLA and KPI reporting • Offer a cost-effective pricing model