In today’s competitive world, every enterprise is under pressure to minimize costs. At the same time, they cannot afford to miss the new technologies bus and need to make massive investments therein to meet business demands.
| Product | Market Share (%) |
|---|---|
| Wipro Service Desk Services | 18.5% |
| Concentrix | 25.3% |
| Tech Mahindra Service Desk | 22.9% |
| Other | 33.30000000000001% |
More than 70% of all costs of a Service Desk (SD) are labor-related viz. salaries, benefits, incentive pay, and contractors. The high labor involvement can result in costly human errors and lead to longer response time - this affects the quality of service and leads to lower customer satisfaction.
*Gartner estimates that Ongoing reductions in outsourced head count due to intelligent automation will eventually force sourcing and vendor management leaders to redesign the workplace services for their organizations' users. This will result in a corresponding drop in the numbers of staff required on the service desk, so that when 70 percent of the workload is dealt with by Intelligent Automation Services (IAS), only 30 percent of the staff will remain.
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