As digital transformation continues to accelerate, Service Desk and Contact Centres are at the heart of this organisational change. A digital service desk can underpin your enterprise service organisation and deliver outstanding customer service.
Our advisors will work with you on a 360 review of your service desk and contact centre activities to identify business problems and challenges, including user expectations and experience, to provide a service improvement plan. We will investigate opportunities to introduce self-service, intelligent automation, RPA and AI and additional omni-channel opportunities to support your required business outcomes.
Service Desk Consultancy Services
Leverage our extensive experience of delivering Service Desk and Contact Centre Services, we can provide the following consultancy services:
- Service Desk/Contact Centre digital and omni-channel transformation
- Targeted assessment of Service Desk or Contact Centre Maturity and Continual Service Improvement Planning
- Service Desk Automation – processes fit for automation / how to identify them and configure / maintain the knowledge required for intelligent automation
- Service Desk virtual assistant, Robotic Process Automation (RPA) and Artificial Intelligence (AI) assessments
- Service Desk tooling requirements development, toolset selection and delivery. Optimising toolset use to enable automated ticket flows, self-service/self-healing and deliver an effective service catalogue
Award Winning Services
From our award winning UK Service Centre, 700 analysts operate ITSM processes for over 200 clients, handling 2.7 million contacts, managing 60,000 changes and proactively addressing over 1000 problems each year. We operate mature, standardised processes across all our services.
CGI were the first Service Centre globally to achieve a 5 Star Accreditation from the Service Desk Institute.