ExpressDesk2.0: Simplify IT Support

ExpressDesk is a complete solution to use popular Chat Apps (including Microsoft Teams, Skype for Business, WhatsApp, WeChat, Facebook Messenger, Slack, Viber, Telegram, etc) to contact your Service Desk.

ExpressDesk features Ms Teams integration with BMC Remedy.

ExpressDesk boosts your service desk agent's productivity thanks to its clever time-saving features and its native integration with your ticketing system, including BMC Remedy, BMC SmartIT and BMC Helix.

PRODUCTS

ExpressDesk is a suite of products that fit every organisation's needs.

ExpressAgent: A virtual agent

ExpressAgent is the single point of contact (SPOC) to reach your service desk using Teams or Skype for Business.

  • Supports hybrid Teams and Skype for Business environments
  • Configurable Logo and display name to match your IT Support branding
  • Configurable Chatbot behavior via workflow
  • Integration with BMC Remedy, BMC SmartIT and BMC Helix
  • Supports 3rd parties Natural Language Processing and AI engines
  • Transfer to service desk agents
  • Supports Real-time translations



Client-side integrations

ExpressDesk boosts productivity of service desk agents

  • Multiple chats in parrallel
  • Predefined messages save typing time
  • Chat transcript automatically saved in ticket
  • Transferred files automatically saved in ticket
  • Field completion automations
  • Real-time translation with dual view
  • Presence of end users via Teams displayed in Incident console; start outbound chat about existing ticket in one click.
Teams SmartIT integration
Teams Remedy integration
Teams Remedy integration - quick messages
File transferred from Teams automatically saved in Remedy
Teams Presence displayed in BMCRemedy incident console


ExpressReport: Manage and measure

ExpressReport is the supervisor interface, a reporting interface and a dashboard.

  • Configure your own charts and widgets
  • Follow real-time activities and Agents presence
  • Configure bot messages
  • Manage queues and memberships
  • Build reports and exports to Excel
  • Control assignments and transfers




Social Media Connector

In addition to the native integration with Ms Teams and Skype for Business, activate your selection of popular Chat Apps using ExpressDesk Social Apps connector:

  • WeChat
  • WhatsApp
  • Facebook Messenger
  • Slack
  • Viber
  • Telegram
Whatsapp Remedy integration
Facebook Messenger
Wechat Remedy integration
Slack Remedy integration
Viber Remedy integration
Telegram Remedy integration

Offering

ExpressDesk Solutions SPRL offers top-notch products and services designed to meet your highest expectations.

ON-PREMISE Deployment


  • Installation on your infrastructure
  • One-time license fee
  • Per-module licensing
  • Unlimited users and chats

  • Yearly support and maintenance fee includes:
  • - Web/Email Product Support
  • - Access to all minor and major licensed product updates

Software-as-a-service


  • Highly Available Hosting on ExpressDesk dedicated Cloud
  • Monthly fee
  • All Inclusive
  • Monthly volume limit

Service includes:

  • Premier Web/Email/Phone Support
  • 24/7 Service Availability
  • Service Level Agreement
  • Pro-active management and service monitoring
  • Dedicated service delivery manager

Professional services


  • Technical Project Management
  • Tailor-made configuration
  • Product customization
  • Integration with 3rd parties
  • Integration with existing systems
  • Solution Design
  • Workshops and Trainings
  • On-site or Off-site
  • Time&Material based or Fixed Price

BENEFITS

ExpressDesk's great design delivers great value.

Teams single point of contact

EASY TO USE

 ExpressDesk provides a Single Point of Contact accessible through your user's favorite Chat apps.

Teams Remedy integration easily configurable

Easily Configurable

Adapt the behavior of our integrated Chat Bot thanks to its embedded workflow engine.

Secure Teams adoption as chat channel for Remedy

Increase Chat adoption

Secure swift user adoption by making your Service Desk accessible through your User's favorite chat app as well as your corporate chat.

FEATURES

Discover ExpressDesk's key features.

We are constantly improving our product, contact us to get our latest product features overview.

Teams integration with BMC Remedy, BMC Helix and BMC SmartIT

Ticketing system integration

ExpressDesk integrates Ms Teams with BMC Helix, including legacy BMC Remedy and SmartIT .

Hybrid intelligence - combine AI with humans

Hybrid Intelligence

Combine Artificial Intelligence and human interactions to deliver high quality support at lower cost.

Automatic translation features

Automatic Translation

Integrate with 3rd party translation providers and enable real-time, bi-directional transparent translation

Mobile and Tablet support

Mobile / Tablet support

Users can chat from their PC, Tablet or Phone using Teams, Skype for Business or their favorite App

Teams Cards supported

Support for Cards

Design Cards as user friendly containers to provide rich response messages.

Monitoring and Reporting

Real-Time supervisor and reporting console

Monitor on-going activities, analyse trends, build reports and extract data.