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 support at a reasonable price, which may include a combination of AI chatbots, human escalation, and after-hours support. The proposed solution should have the following features: respond to customer interactions, 24x7x365 coverage, no longer than 90-second average speed to answer, deliver 85% customer satisfaction, and leverage the university's existing knowledge base. The proposal should include an executive overview, AI capabilities, human agent capabilities, integration with TeamDynamix, security and compliance, implementation and transition approach, reporting and analytics, cost structure, and pricing model. Some key points to consider are: • Respond to customer interactions originating from phone calls, email, and chat • 24x7x365 coverage, with the option to in-source service desk for normal business hours • No longer than 90-second average speed to answer for human interactions • Deliver 85% customer satisfaction reliably • Leverage the university's existing knowledge base and public technical documentation • Integrate with TeamDynamix, the university's ITSM platform • Provide real-time dashboards, SLA and KPI reporting, and quality assurance • Outline the pricing approach, including licensing models, human agent hourly charges, and platform fees