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February 21, 2013

ManageEngine Set to Release First-Ever Voice Recognition Help Desk App


By Monica Gleberman
Contributing Writer

A brand-new iPhone (News - Alert) application designed to make IT help a breeze will be launching later this year. ManageEngine, the real-time IT management company behind the new app ServiceDesk Plus, will offer consumers the chance to use speech recognition to manage helpdesk inquiries.

“Think of this as Siri for the help desk,” said Raj Sabhlok, president of ManageEngine (News - Alert), in a statement. “The ServiceDesk Plus voice-enabled iPhone app delivers groundbreaking new functionality that nobody else is offering for the IT help desk. Our new iPhone app is going to change the way people think about operating their help desk, and it’s going to make IT technicians lives simpler, faster, more satisfying and more productive.”

The process for entering new help desk inquires will be very simple. Basically, users will download the application on their smart device. Once launched, the application will ask questions and response to voice-enabled requests such as editing tickets, assigning or reassigning the issue, closing tickets and will even take dictation and notes verbally.

Users with access to a touchscreen will also be able to create tickets, pick up requests, reply to users, track time spent on tickets, perform services and even personalize the view all from the application.

ManageEngine said this application will help the growing trend of on-the-go mobile processing. “Today, the majority of IT help desk technicians are glued to their desktop computers, troubleshooting and emailing end-users,” said ManageEngine. “A mobile app frees those help desk techs to handle trouble tickets from anywhere, any time… Voice-enabled mobile apps let techs forgot the keyboard and dictate their commands and notes to reduce frustration, improve productivity and increase customer satisfaction.”

In order to deliver a fully functional voice-like application, ManageEngine built ServiceDesk Plus using technology from Nuance Communications (News - Alert), Inc., which uses cutting-edge voice recognition technology.

To get a sneak peak of the application before it’s out on the market, attend the Mobile World Congress 2013, which will be debuting a demo app for all registers’ in Barcelona, Spain on February 25-28.




Edited by Rachel Ramsey


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