Next Gen Service Desk

Growing end-user expectations, technological trends, and market forces are rapidly changing the traditional view of the Service Desk. Key business drivers not only include cost pressure and the need for efficiency but also fostering a culture of digitalization​.

Coforge’s Next-Gen Service Desk provides a single point of contact for all end-user's IT-related services, multi-channel support for incidents, and automated service request fulfillment. Next-Gen Service Desk manages all user interactions to accelerate incident resolution while minimizing agent involvement and support costs. Our intelligent support services empower end-users with help on their terms. We bring everything that a modern digital-savvy employee needs, in one place and provide a truly personalized, adaptable, and easy-to-use help experience delivered through virtually any internet-enabled device.​​​​

Our Philosophy

Next Gen Service Desk

Key Features

  • User-Centric​: ​It mirrors a consumer-like experience that suits the needs and preferences of our digital workers.​
  • Proactive & Invisible: ​It changes the support paradigm and acts proactively. Many day-to-day computer issues are resolved in the background without anyone noticing.​​
  • Automation-Led​:​ Following the philosophy that "whatever can be automated is automated”, it takes advantage of automation, powered by AI, Cognitive analytics, and standard workflow, and takes up mundane tasks.​
  • Machine First: Intelligent deployment of Cognitive Virtual Agent to help identify and resolve issues automatically and displace human representatives from lower-level support tasks.
  • Enterprise IT Desk: It expands its capabilities beyond IT Infrastructure services and offers holistic IT support which includes applications also. It is an integrated function that acts as a single point of contact.

Key Enabling Solutions

Coforge Binocular

End-user enablement and workplace optimization solution that pre-emptively resolves various common system and application issues through unassisted and assisted automation.

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ElfTouch

Powered by Augmented Reality to deliver virtual in-person support anywhere – anytime and delivers cost savings, decreases employee downtime, and eliminates technician visits.

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Amyra​

An AI-powered cognitive assistant that mimics human to automated user interactions, helps you accelerate time to value, reduce operational cost, and enhances employee experience.

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Airline Operations
Why Us?
  • 13+ delivery centers and multilingual support in 14+ languages
  • Up to 17% call deflection by using next-gen contact channels like mobile app and live-chat
  • AI-enabled bots and workplace automation to further drive down the call volume by 25 to 30%.
  • Increased FCR by 23-28% due to domain expertise and adv. diagnostic tools
  • Enhanced satisfaction through a personalized experience derived using sentiment analytics and experience mgmt. office
  • Up to 40% reduction in operating costs

Have a different question?

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Get in Touch
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Americas & Canada
Coforge Inc.

New Jersey

502 Carnegie Center Drive
Suite #301
Princeton, NJ 08540
Ph: 770-290-6113

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Europe
Coforge UK Ltd.

2nd Floor, 47 Mark Lane,
London - EC3R 7QQ, U.K.
Ph: 770-290-6113
Fax: +44 (0) 20 70020701

Asia+
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Asia
Coforge Ltd.

SEZ Developer Unit

Plot No. TZ-2 & 2A, Sector Tech Zone,
Greater Noida, UP 201308, India
Ph: +91 (120) 459 2300
Fax: +91 (120) 459 2301

Rest of the World+
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Rest of the World
Coforge Ltd.

SEZ Developer Unit

Plot No. TZ-2 & 2A, Sector Tech Zone,
Greater Noida, UP 201308, India
Ph: +91 (120) 459 2300
Fax: +91 (120) 459 2301