IT Service Desk Services

Miami University is seeking a long-term partnership to provide quality service desk first point of contact support at a reasonable price. The university is looking for a solution that includes AI chatbots, emailbots, voicebots, and human escalation from AI agents. The solution must be able to respond to customer interactions originating from phone calls and chat, and must have a 24x7x365 coverage. The university is also looking for a solution that can deliver 85% customer satisfaction reliably, and has a raw resolution rate of at least 80% and solvable resolution rate of at least 95%. The solution must also be able to integrate with the university's ITSM platform, TeamDynamix. Some key features of the solution include: • AI and automation-first approach • High-quality human escalations • Predictable, low-latency service • Strong integration with the university's ITSM platform, TeamDynamix • Multi-channel support to meet the university's community in the channels they frequent • Measurable outcomes