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  • 22 February 2013 10:28

ManageEngine Introduces Industry’s First Voice-Driven Mobile App for Help Desk at Mobile World Congress 2013

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ServiceDesk Plus Sets IT Help Desk Standard with Siri-like Functionality for Managing Tickets from Start to Finish – All via Voice

• Reduce help desk response time by executing commands just by speaking

• Built on Nuance, enabling voice recognition to perform complex actions on the go

• Implemented based on high demand from ServiceDesk Plus’ 20,000+ customers

• Be alerted the moment the new app is available, http://ow.ly/hT7hv

PLEASANTON, Calif. — February 21, 2013 — ManageEngine, the real-time IT management company, today announced that it will launch the very first speech-driven mobile app for the IT help desk, the ServiceDesk Plus voice-enabled iPhone app. The app sets a new standard for help desk software, incorporating powerful speech recognition technology to let IT professionals manage the entire lifecycle of help desk incidents — from executing commands and dictating notes to assigning or closing out tickets. Attendees at Mobile World Congress 2013 will be the first to preview the new app, launching initially for iPhone users with other operating systems following later this year.

“Think of this as Siri for the help desk,” said Raj Sabhlok, president of ManageEngine. “The ServiceDesk Plus voice-enabled iPhone app delivers groundbreaking new functionality that nobody else is offering for the IT help desk. Our new iPhone app is going to change the way people think about operating their help desk, and it’s going to make IT technicians’ lives simpler, faster, more satisfying and more productive.”

Today, the majority of IT help desk technicians are glued to their desktop computers, troubleshooting and emailing end-users. A mobile app frees those help desk techs to handle trouble tickets from anywhere, anytime. But if the app does not offer speech recognition, the techs are forced to use tiny onscreen keyboards and are unable to multi-task. Voice-enabled mobile apps let techs forgo the keyboard and dictate their commands and notes to reduce frustration, improve productivity and increase customer satisfaction.

Setting the New Help Desk Standard

Created in response to high customer demand, the soon-to-launch new ServiceDesk Plus iPhone app reflects the latest trends in enterprise software as customer service, call center, and now help desk software embrace cutting-edge social and mobile tools to improve efficiency. To that end, the ServiceDesk Plus iPhone app incorporates speech recognition technology from Nuance Communications, Inc. to deliver a complete voice-enabled IT help desk mobile app that offers an interactive, Siri-like user experience. As a result, the ServiceDesk Plus iPhone app executes spoken commands as well as performs voice-to-text data entry. The new voice-enabled features let users:

• Dictate tickets • Edit tickets • Reply to tickets • Assign/reassign • Close tickets

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

• Create new tickets, categorize, and edit request details • Assign/pick up requests • Reply to users with resolution and close tickets from the app • Track time spent on tickets via WorkLog • Perform searches based on subject, requester or priority • Customize the request view • Track the time spent on tickets using WorkLog • Update the status of the requests

Pricing and Availability

The voice-enabled iPhone app for ServiceDesk Plus will be available in the Apple App Store free of charge with ServiceDesk Plus by early March 2013. Support for additional mobile operating systems will be announced in the coming months.

For more information on ManageEngine ServiceDesk Plus, please visit http://www.manageengine.com/servicedeskplus. For more information on ManageEngine, 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

ManageEngine ServiceDesk Plus integrates help desk requests and assets for managing organizations’ IT effectively. It helps to implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages. For more information about ManageEngine ServiceDesk Plus, visit www.manageengine.com/servicedeskplus.

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 70,000 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, United Kingdom, 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.

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