CIO Bulletin

Effortlessly bring enterprise service and asset management together under one platform with AI-driven intelligence: SymphonyAI Summit

A multi-tenant infrastructure makes it easy to scale your ITSM environment when supporting multiple customers or departments. Monitoring and administering just one platform instead of managing different technology stacks for each client or department gives a multi-tenant SaaS provider the power to deliver more efficient and effective service and support, including troubleshooting and problem resolution. The ability to view assets and specific details from multiple sources within the centralized SymphonyAI Summit application improves efficiency. SymphonyAI Summit provides well-designed, compact form templates that include fields for all relevant information. For custom forms, the SymphonyAI Summit Form Designer allows you to customize incident, request, change, and problem forms by adding sections, tabs, and custom fields such as text box, date, text area, dropdowns, check boxes, and radio buttons. Advanced properties can be defined for each of the controls, and dependencies can be defined for dropdown controls. Drag and drop capabilities enable you to create forms with no coding skills required.

SymphonyAI Summit accommodates creating multiple domains within a single application, which allows for entirely isolated tenant environments that can co-exist in the same application. Large portfolio companies can create a global domain. Each of its subsidiary businesses can be a part of the platform under individual domains, with complete isolation of data and configuration. Send automated notifications to the users to keep them informed about ticket status at regular intervals. Notifications include acknowledgment of new tickets, ticket updates, resolution, and closure.

Inform technicians and workgroup when a ticket is assigned, an SLA is violated (or about to violate), tickets that haven’t been picked up, tickets in pending status, and many more scenarios. Configure dozens of notification templates for different scenarios for each module, such as incident, service request, change, problem, and knowledge management. These templates ensure consistent and standardized communications, eliminating redundancies.

Full suite of integrated capabilities

SymphonyAI Summit’s IT management suite is built for the cloud or on-premise. It is fully integrated with standard data sets across IT service management, IT asset management, and IT operations management, allowing complete control of your reporting and analytics.

Scale operational intelligence

Empowering IT analysts with enhanced situational awareness of their IT environment, SymphonyAI Summit’s AI-driven intelligence recommends knowledge articles to incidents. It drives a higher first-call resolution (FCR) rate of issues. Using machine reasoning and codeless workflow-based automation, SymphonyAI Summit delivers up to 20% annual savings in IT help desk operations and up to 45% greater total cost of ownership.

Improve service with greater automation

SymphonyAI Summit provides automation libraries for automating repetitive and manual tasks. Service providers can offer enterprise employees the ease of talking to a digital agent to resolve their technical issues. CINDE (Conversational Interface and Decisioning Engine) uses sophisticated natural language processing technologies to understand the intent of an incident, service request, or query and respond with personalized messages.

Work with the language of your choice

Choose from a catalog of more than 100 languages to provide a 100% localized experience for users and enable them to work in their preferred language. Users can select a preferred language from the list of languages their company has selected. Content and forms automatically change to the selected language. Translations can be edited via an easy-to-use administration interface. Translations can be added once in the multilingual glossary, avoiding the repetitive task of defining a translation for the same word multiple times across multiple screens.

HTML, CSS, JavaScript

Make the application look more appealing by writing your own HTML, CSS, or JavaScript in the editor. SymphonyAI Summit creates more opportunities to customize the application by supporting native HTML, CSS, and JavaScript libraries without any intermediate libraries or functions. Use HTML to define the structure of a web page, placement of images, and text. Use CSS to define the visual structure, layout, and other aesthetic properties such as background color, font styling, or size. You can improve the user experience by incorporating Java scripts to make a static page interactive.

Gamification

Use SymphonyAI Summit Gamification to boost technician morale. Incentivize technicians with bonus points for an excellent customer satisfaction rating or faster incident resolution. Points can be rewarded to technicians on more than 100 criteria out of the box. Create a fun work environment where technicians can track scores on a leaderboard for points earned, team rank, and badges awarded.

Meet the leader behind the success of Symphony SummitAI

Satyen Vyas, President and CEO has been the Chief Executive Officer at Symphony SummitAI since 2013. Currently based in New York, he has led the company’s growth from a startup to a global entity with customers and partners in North America, India and Southeast Asia. Prior to SummitAI, he was a Vice President at IBM in India and South Asia, where he was instrumental in growing the company’s x-Series servers to a market leadership position. He also served as General Manager for mid markets at Dell India, and spent 12 years building Vitage Group into a leading IT systems integration and services player in the Indian market.

Satyen holds a bachelor’s degree in mechanical engineering from Nagpur University and a post-graduate degree in management from the Indian Institute of Management Bangalore.