IT Service Desk Services

Miami University is seeking proposals for IT Service Desk Services. The university currently relies on a third-party service desk and is looking for a long-term partnership to provide quality service desk support at a reasonable price. The proposed solution should include AI chatbots, emailbots, voicebots, and human escalation from AI agents. The solution should also integrate with the university's ITSM platform, TeamDynamix, and provide 24x7x365 coverage. The university requires a high level of customer satisfaction, with a target of 85% customer satisfaction, and a raw resolution rate of at least 80%. Some key features of the proposed solution should include: ●​ AI and automation-first approach ●​ high-quality human escalations ●​ predictable, low-latency service ●​ strong integration with TeamDynamix ●​ multi-channel support ●​ measurable outcomes The proposal should include a detailed description of the proposed solution, including the technical approach, implementation plan, and pricing model. The university is looking for a partner that can provide a high level of service quality, flexibility, and scalability.