Welcome!

AJAX & REA Authors: Stephen Pierzchala, Sebastian Kruk, Elizabeth White, Chris Pollach

News Feed Item

First Voice-Driven Mobile App for Help Desks Now Available from ManageEngine

ManageEngine, the real-time IT management company, today announced the general availability of the very first speech-driven mobile app for the IT help desk, the ServiceDesk Plus voice-enabled iPhone app. The app sets a new standard for help desk software, incorporating powerful speech recognition technology to let IT professionals manage the entire lifecycle of help desk incidents — from executing commands and dictating notes to assigning or closing out tickets. Previewed at Mobile World Congress 2013, the ServiceDesk Plus voice-enabled iPhone app is now available on the Apple App store via http://ow.ly/hT7hv. Also, a video demo of the ServiceDesk Plus iPhone app can be viewed at http://ow.ly/i79PD. Editions for other operating systems will follow later this year.

“Providing best-in-breed IT help desk support is a challenging task which requires a lot of organization, patience and employee time,” said Craig Cameron, global IT project manager at ArjoHuntleigh (UK). “Our IT department was coming under increasing strain resulting from a growing number of support requests. This put added pressure on our antiquated ticket management process and created unnecessary stress for staff. The addition of an integrated voice recognition mobile app into ManageEngine ServiceDesk Plus means the team can now respond to tickets from any location, off any device, and without the need to type. This luxury feature saves my team immense amounts of time, enabling them to focus on other business critical IT projects.”

Setting the New Help Desk Standard

Until now, the majority of IT help desk technicians have been glued to their desktop computers, troubleshooting and emailing end-users. A mobile app can free those technicians to handle trouble tickets from anywhere, anytime. But if the app does not offer speech recognition, the techs are forced to use tiny onscreen keyboards that can compromise productivity. With the voice-enabled ServiceDesk Plus mobile app, techs can forgo the keyboard and dictate their commands and notes — reducing frustration, improving productivity, and increasing customer satisfaction.

Incorporating proven speech recognition technology from Nuance Communications, Inc., the ServiceDesk Plus iPhone app provides an interactive, Siri-like user experience. It executes spoken commands and performs voice-to-text data entry, enabling users to:

  • Dictate tickets
  • Edit tickets
  • Reply to tickets
  • Assign/reassign
  • Close tickets

In addition to the voice features above, the ServiceDesk Plus iPhone app includes a number of features that can be accessed via the iPhone touchscreen, enabling users to:

  • Create new tickets, categorize, and edit request details
  • Assign/pick up requests
  • Reply to users with resolution and close tickets from the app
  • Track time spent on tickets via WorkLog
  • Perform searches based on subject, requester or priority
  • Customize the request view
  • Track the time spent on tickets using WorkLog
  • Update the status of the requests

Pricing and Availability

The voice-enabled iPhone app for ServiceDesk Plus is available today, free of charge, from the Apple App Store via http://www.manageengine.com/products/service-desk/mobile-app.html. Support for additional mobile operating systems will be announced in the coming months.

For more information on ManageEngine ServiceDesk Plus, please visit http://www.manageengine.com/servicedeskplus. For more information on ManageEngine, visit http://www.manageengine.com; follow the company blog at http://blogs.manageengine.com, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

About ServiceDesk Plus

ManageEngine ServiceDesk Plus integrates help desk requests and assets for managing organizations’ IT effectively. It helps to implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages. For more information about ManageEngine ServiceDesk Plus, visit www.manageengine.com/servicedeskplus.

About ManageEngine

ManageEngine delivers the real-time IT management tools that empower an IT team to meet an organization’s need for real-time services and support. Worldwide, more than 70,000 established and emerging enterprises — including more than 60 percent of the Fortune 500 — rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corp. with offices worldwide, including the United States, United Kingdom, India, Japan and China. For more information, please visit http://www.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

ManageEngine is a trademark of Zoho Corp. All other brand names and product names are trademarks or registered trademarks of their respective companies.

Tags: ManageEngine, real-time IT, Zoho, ServiceDesk Plus, help desk, voice-enabled mobile app, iPhone, Siri, Nuance Communications, Nuance, mobile, application management, desktop management, virtualization, cloud, IT management, business service management, application performance monitoring, user experience monitoring, network management, server management

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Cloud Expo Breaking News
"Since Cloud Expo is running the week of June 10, we thought it'd be a great idea to schedule our Meetup this week. That way, if you have colleagues, friends, or family in town that week for the Expo, you can invite them to join you!" With those words, the OpenStack New York Meetup Group's organizer's launched a landing page this week where anyone interested can register for the June 12 evening event.
“Cloud has everything to do with what has happened with Big Data,” explained Jason Deck, Director of Strategic Alliances at Logicworks, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “Big Data doesn’t exist in its easily accessible way without cloud. From reduced startup costs, to cheap storage, to fast processing, to adequate security, to the easy incorporation of third-party analytics tools, cloud made Big Data accessible to customers of all sizes, with all different bud...
“Open source has always provided a number of benefits, including easing adoption costs, propagating a better understanding of the technology, and allowing for faster evolution and commercialization of products and services based on it,” noted Terry Woloszyn, Founder & CEO, Leeward Security Ltd., in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “This is clearly evident with the OpenStack and CloudStack,” Woloszyn continued, “and others that have been quickly commercialized as...
SYS-CON Events announced today that OpenStack will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. OpenStack software controls large pools of compute, storage, and networking resources throughout a datacenter, all managed by a dashboard that gives administrators control while empowering their users to provision resources through a web interface. OpenStack powers some of the most widely-used SaaS app...
SYS-CON Events announced today that BUMI (Backup My Info!), the premium provider of managed online backup and recovery solutions for small to mid-sized businesses, will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. Manhattan-based BUMI (Backup My Info!) is a premium managed service provider specializing in online data backup and recovery. Founded in 2002, the company's data backup and recovery serv...
SYS-CON Events announced today that nfina Technologies, a provider of highly reliable cloud server products, will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. nfina Technologies develops, manufactures, and markets highly reliable cloud server products, designed to solve the most demanding data center requirements in mission-critical cloud applications. Nfina’s staff has decades of experience in co...
In his session at the 12th International Cloud Expo, Dave Eichorn, Global Data Center Practice Head at Zensar, will share a case study describing how a utility services company handled the migration of its Microsoft platform to the cloud. Challenged with the time-consuming task of opening operations out of temporary offices, this company struggled with the need to simultaneously access data that was accumulated from a vast amount of data-intensive jobs. Zensar migrated the company’s application ...
“Social, mobile, analytics and cloud can’t be looked at as distinct technology trends; they are facets of the same movement and an everyday reality for consumers and businesses alike,” said Craig Sowell, IBM VP of SmartCloud Marketing, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “This means that businesses need to start looking at trends as one: cloud is the delivery, analytics is the unique insight, social is a shareable service, and mobile is the ubiquitous access.” ...
Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...
SYS-CON Events announced today that Wowrack will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. Wowrack’s core expertise lies in high-availability Private and Public Cloud IaaS Hosting Solutions. Wowrack provides a true Hybrid service – where business release all IT management and hardware provisioning – taking the data center and server system administrative headaches off our customer’s shoulders. ...