Atos Help & Interaction Center
Intelligently and proactively support all user needs
Nowadays, users require a new support experience. Some leverage their personal devices and services to get the job done, and more are working from home and remotely than ever before. That is why the user support has evolved, from Help Desk with voice as primary channel to an omni-channel Help & Interaction center.
Atos Digital Workplace helps you to transform the way your employees consume support services and benefit from automation, cognitive analytics and intelligent virtual agents. Through its omni-channel approach it offers support wherever you are, whatever your device is.
of US workers worked remotely in 2016 (+4% compared to 2012: 39%) – Source
A single point of contact for all support issues
The omni-channel Help & Interaction Center is the comprehensive and central hub for all support needs. It covers all contact channels a user might take:
- Digital channels, such as the Self-Service Portal or the Atos Virtual Assistant (AVA).
- Live channels, such as phone, email or chat or OneContact, your service desk anywhere, on anydevice.
- Direct channels, such as Tech Bars, Vending Machines or Onsite Support.
Increase User productivity
Our shift left approach enables you to get faster, better and pro-active resolutions while increasing resource productivity.
It allows effective self-help and shift to cheaper contact channels.
Optimized Quality and User/Support Experience
All contacts, whether automated, self-service driven or agent-assisted are optimized to let the user delighted, through CSAT measurement and follow up approach.
Omni-channel
The Help and Interaction Center is a multi-channel, interconnected support center. It offers several contact channels always fitting to the respective user needs and preferences.
End-to-end support
Reduce the number of tickets per user and get end-to-end analytics of service quality through user journeys. Benefit from Lean as a structured approach to continuous improvement.
Help & Interaction Center
OneContact
Your IT support should be available anytime, anywhere, on any device. Atos OneContact is an unified end-user support solution, so that users can control when they want support and how they want it, whether by call, chat or email.
What our clients say about us
We have strong capabilities to deliver end-to-end support services:
3 million users supported globally in 38 languages
31 million resolved user tickets annually
Onsite Support capabilities in 115 countries
Related resources
Press release
Atos launches breakthrough AI engine to transform the IT service desk experience
Strategic partnership with CogniCor, an Artificial Intelligence provider, powers new capability that enhances Atos Digital Workplace for better user support and productivity.
Press release
Atos Positioned as a Leader in Gartner Magic Quadrant for Managed Workplace Services, Europe
Atos announces that it has been positioned by Gartner as a Leader for European Managed Workplace Services (MWS).
Ascent blog
Try, learn and fail
In modern IT, nothing is as divisive as the concept of Digital Transformation. Eliciting equal parts excitement and fear, digital transformation projects are recognised as being crucial for IT innovation.
Journey Analytics
Data-driven Digital Business Transformation in today’s multi-channel world
There are no single-channel businesses anymore. Your customers engage with you and your business through mobile applications, web portals, interactions with your contact centers, and visiting physical locations.
Our expert
Markus Schoen
Help and Interaction Center Product Manager