First iPhone Voice App for MSP Help Desks Now Available from ManageEngine

  First iPhone Voice App for MSP Help Desks Now Available from ManageEngine

   ServiceDesk Plus-MSP Raises Standard for MSP Help Desks with Voice-Based
                                  Mobile App

  *Help desk techs can resolve tickets and manage requests just by speaking
  *Built on Nuance, enabling voice recognition to perform complex actions on
    the go
  *View demo of the new ServiceDesk Plus-MSP iPhone app at http://ow.ly/ju3Di
  *ServiceDesk Plus-MSP iPhone app available today for free from the Apple
    App Store via http://ow.ly/ju3Ng

Business Wire

PLEASANTON, Calif. -- April 3, 2013

ManageEngine, the real-time IT management company, today announced general
availability ofthe ServiceDesk Plus-MSP iPhone app, the industry’s first
voice-enabled mobile app for managed service providers (MSPs) running an IT
help desk. The ServiceDesk Plus-MSP iPhone app sets a new standard for MSP
help desk software, incorporating proven speech recognition technology to
enable IT professionals to manage the entire lifecycle of help desk incidents
using spoken input — from executing commands and dictating notes to making
other extended text entries. Previewed at Mobile World Congress 2013, the
ServiceDesk Plus-MSP iPhone app is now available from the Apple App Store via
http://ow.ly/ju3Ng. Editions for other mobile operating systems will follow.
You can view a video demo of the voice-enabled iPhone app at
http://ow.ly/ju3Di.

MSP help desk technicians are under constant pressure to respond to service
requests and resolve tickets as quickly as possible. A voice-enabled mobile
app frees help desk techs from their desktop consoles and empowers them to use
voice commands — rather than a cramped onscreen keyboard — to access and reply
to tickets at any time, from anywhere. That positions MSP help desks
technicians to respond to and resolve issues more quickly, improve
productivity and deliver a superior customer experience.

“The surge in smartphone adoption and trends like BYOD are increasing
enterprise mobility,” said Jayakumar Karumbasalam, product manager at
ManageEngine. “With the iPhone app for ServiceDesk Plus-MSP, we’re bringing
breakthrough speech recognition to help desk management, empowering MSPs to
take even greater advantage of today’s mobile trends. Our iPhone app lets MSPs
establish mobile access to their business-critical help desk software so they
can respond and resolve issues around the clock and around the world,
increasing the efficiency of their help desk — and also increasing their
bottom line.”

Giving MSPs a Voice at the Help Desk

Created in response to customer demand, the new ServiceDesk Plus-MSP iPhone
app can handle multiple accounts through a single help desk so that MSPs don’t
have to juggle multiple applications. The app also reflects recent trends in
enterprise software as customer service, call center, and now help desk
software embrace cutting-edge social and mobile tools to improve efficiency.
ManageEngineuses the intelligent speech recognition technology from Nuance
Communications, Inc. to deliver a complete, voice-enabled mobile app for the
MSP help desk. It is intuitive for users, executing spoken commands as well as
performing voice-to-text data entry. The app’s voice-enabled features include:

  *Dictate tickets
  *Edit tickets
  *Reply to tickets
  *Assign/Pickup tickets
  *Close tickets

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

  *Filter requests based on criteria (unassigned, pending, open, etc.) and as
    well as custom filters
  *View request details for individual accounts
  *View contract details for accounts
  *Create, edit and delete requests
  *Perform actions (pick up, assign, close, reply) for requests
  *Work log and resolutions can be added/modified for each request
  *Make individual requests billable/non-billable
  *Add/modify notes for each request
  *Set custom filters
  *See full, multi-threaded view of conversations
  *Access custom fields
  *Request history details
  *View attachments

Pricing and Availability

The voice-enabled ServiceDesk Plus-MSP iPhone app is available immediately,
free of charge, with ServiceDesk Plus-MSP. Download it from the Apple App
Store via http://ow.ly/ju3Ng.

Support for additional mobile operating systems will be announced in the
coming months. A non-voice-enabled version of the ServiceDesk Plus-MSP app is
currently available for the iPad. It can be downloaded from the Apple App
Store via http://ow.ly/jxPFr.

For more information on ManageEngine ServiceDesk Plus-MSP, please visit
http://www.manageengine.com/products/service-desk-msp. For more information on
ManageEngine, 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.

About ServiceDesk Plus-MSP

ServiceDesk Plus-MSP is web-based, ITIL-ready, help desk software with an
integrated asset management module built specifically for managed service
providers. It has been designed to handle multiple accounts in a single help
desk so that MSPs don’t have to juggle multiple software applications. It is
bundled with thoughtful features like incident management, account management,
asset management, knowledge base, service level agreements, remote control
management, and purchase and contract management. For more information, visit
http://www.manageengine.com/products/service-desk-msp.

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 72,000 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, 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-MSP, help desk, MSP,
managed service provider, iPhone, mobile, voice-enabled mobile app, Nuance,
Apple App Store, desktop management, virtualization, cloud, IT management,
business service management, user experience monitoring, network management,
server management

Contact:

TECHMarket Communications
Dottie O’Rourke, 650-344-1260
ManageEngine@TECHMarket.com