GAVel’s Service Desk component enables enterprises to view day-to-day functioning of IT operations, leading to improved transparency and user experience. Predictive algorithms enable technicians to pre-empt and resolve incidents. It provides the status of tickets through dynamic visualization and uses statistical models on past incidents to help assign accurate estimated time to resolve issues thereby improving customer satisfaction.
The underlying big data platform along with algorithms enables correlation of tickets with common root cause, future spike in ticket volume and removal of false positives resulting in reduced inflow of tickets and hence, efforts. GAVel offers a customized self-help engine that is an intelligent end user assistant. This self-learning ability of the platform helps provide self-help to the users for them to resolve the issues themselves before raising a ticket to the service. The virtual assistant also identifies the right agent to fix the incident. Through the web-based personalized dashboard, the end user is updated on selected and completed tickets as well as the likely time to resolve the issues. The feature identifies and notifies end users of system wide incidents and open tickets for the issue, leading to quicker resolution of tickets and reduced number of overall tickets.
GAVel offers extensive flexibility as it can be plugged into any ticketing tool such as OTRS, SysAid, Remedy, Service Now, Cherwell, and Altris and helps bridge the gap between these tools
GAVel’s superior blend of next-generation technologies provide a unique user experience in terms of mobility
GAVel can be accessed anytime and anywhere – from a variety of devices. Choice is with you
GAVel does not require the installation of a native application on any of these devices and is available via a common hyperlink
What does GAVel provide?
Integrates multiple streams of information to provide 360° view of the enterprise. Correlates multiple streams to provide better root cause analysis
Faster & Streamlined Operations
GAVel provides quicker information to the user, thereby reduces the MTTR. Virtual supervisor identifies the best technician to work on a given incident
GAVel Social Analytics accurately measure user satisfaction. GAVel’s lucid UI interface helps in setting expectations with users, to reduce negative CST
Reduce System unplanned Outages
GAVel predicts future performance issues/outages based on current events. It reduces the unplanned downtime of the infrastructure
Removes false Positives
With GAVel’s event identification algorithm, the system has the capability to see which events are potential issues and which are not. Reduces the manual effort that are required to check these alerts and improves efficiency