IT service management company Parallel is delighted to announce that one of its leading products, Auto Helpdesk, has been short listed for Best Use of Technology in the European Call Centre Awards.
Used in Parallel`s Network Intelligence Centre in Cranfield, Auto Helpdesk automatically opens, fills in and closes routine network trouble tickets - dramatically reducing the workload for help-desk staff.
The software has resulted in huge time and cost savings for clients, as up to 70% of trouble tickets never need to be reviewed by a human.
Auto Helpdesk is also a crucial component of SatManage, a comprehensive satellite network management suite, which will be launched later this year.
The tool receives information from network monitoring software. In the event of a failure, it checks service level agreement (SLA) criteria. If these levels are exceeded, a trouble ticket is automatically generated. This contains all the relevant details about the terminals or devices affected, the time of the outage, the nature of the failure and any other important information.
Auto Helpdesk can also recognise characteristics of routine network outages, such as power cuts, and closes these tickets automatically. This reduces the number of unnecessary engineer site visits and the volume of calls to the help-desk.
Tim Moore, Director at Parallel, said: "We are delighted to be short-listed for these prestigious awards. The competition was fierce and it is fantastic to see Parallel among the household names in the list of finalists."
"The fact that we have been short-listed alongside so many international companies is a real testament to the capabilities of Auto Helpdesk and all the consultants involved in the software`s development."
The European Call Centre Awards recognise excellence in the industry and categories cover personnel, management, service and technology. In last year`s awards, Parallel was short-listed for Best Outsource Relationship. Winners will be announced on 29 September at an annual gala dinner at the Hilton Metropole Hotel, Birmingham.
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Parallel is a specialist IT service management solutions provider. It partners with a broad range of vendors including Sun, Cisco, Nortel and HP. Key clients include HNS, The British Council, Damovo, BT, African Banking Corporation and Vivendi Universal.