Steve's team is overworked and understaffed. Work tickets and fires never stop. WATCH THE VIDEO and see how Steve saves the day by making it easy to off-load costly, redundant MACDs to tier one Help Desk or Service Desk agents.
Off-loading repetitive UC and voice system MACDs to Help Desk agents using HelpOne (or to self service employees using Unimax’s LineOne product) is a highly effective strategy to ensure a number of important benefits.
You can easily configure HelpOne to determine what a Help Desk agent is able to see and change. You can also configure HelpOne’s help content and field labels.
With HelpOne, employee changes take effect immediately. Plus, HelpOne sends an email confirmation of the change to the employee within seconds.
HelpOne uses a single, consistent interface regardless of system type. It’s just as easy for Help Desk agents to make changes to their phone as it is to change voicemail settings.
HelpOne makes it easy for Help Desk agents to make changes and manage the telecom MACD environment. In fact, it is so well designed and intuitive, that only limited training is needed.
Like all Unimax products, HelpOne works great in single-vendor and single system environments, but is also compatible with multi-vendor and multi-system environments.
Customers have questions, you have answers. Display the most frequently asked questions, so everybody benefits.
For added documentation, HelpOne creates an optional report that details all the changes made, indicates who made the changes, and shows the date and time of the changes.
Once logged in, you can allow Help Desk agents access to HelpOne using Windows® single sign-on or with the same network credentials they use to login to the network.
HelpOne’s global search capability enables Help Desk agents to instantly locate an employee’s telecom assets regardless of location, system type, or vendor platform.
HelpOne was designed to be deployed and used with limited help desk agent training. It is easy to understand and use even for agents that have no telecom training or experience. The application leaves complicated telecom terminology and concepts to the telecom experts. Its interface was designed specifically for help desk agents and is extremely intuitive. For example, there is no need for a help desk agent to know which system an employee’s phone or voice mailbox resides on. HelpOne will find it for them within seconds. Changes are immediate and can be made while the help desk agent is talking to the employee.
HelpOne is a configurable, web-based application which enables tier one help desk agents to immediately change an employee’s voicemail password, phone PIN, speed dials, zero out extensions, call forwarding numbers, simultaneous ring settings, phone labels, voicemail notification preferences (e.g. via phone, email, text, etc.), find me settings, and many others without the assistance of overburdened voice engineers. Changes are immediate. No waiting. No work tickets. No hassle.
For over 25 years, Unimax has believed that managing voice and unified communication systems can be far less complex and costly, while delivering better internal service levels. We simplify UC management by providing tools for employee self service (i.e. voicemail password reset and more), help desk agent MACDs, number management, automation, advanced reporting and much more for single and multi-vendor voice and UC environments.