The practical effect of putting Engage at the heart of your managed service is less effort, faster answers and better decisions. These results come from the ASPIRE Bot and the wider AI and automation capabilities embedded in Engage.
One Platform. Intelligent Service Delivery.
Engage is the heartbeat of our AI-infused service delivery platform for ASPIRE Managed Services.
All roads lead to Engage, the platform that connects our people, processes and data to yours, so every service interaction runs through one intelligent hub.
It is where your teams go for support, where our engineers go for context, and where both sides see the same real-time view of what’s happening across your estate.
Engage answers three questions that every service leader is asking;
- How do I drive down cost by automating and streamlining the way services are delivered?
- How do I keep my employees productive with seamless, intuitive services?
- How do I get the visibility of IT operations data I need to identify issues and make the right calls quickly?
Engage was built to answer all three.
The Engage platform – four layers, one experience
Engage is built around four layers that work together. Each one is AI-infused, and each one removes effort from your teams.
AI-driven digital channels
Meet your people where they are – across every channel, unified in one experience
GenAI ASPIRE bot. GenAI virtual agent enables self-help, resolving requests instantly without needing to raise a ticket
Personalised self-service portal. A single front door for service requests, incidents, knowledge and reporting – tailored to each user
Mobile app. Service on the move, with the same capabilities available from any device
AI-assisted live agent. Engineers arrive informed; AI summarises conversations, finds similar cases and recommends next steps
AI-triaged cases. All cases are classified, prioritised and routed automatically to the right resolver group
Phone. Voice channel for users who prefer to call, with AI voice assistant on the roadmap
AI operations and automation
Intelligence that does the heavy lifting behind the scenes
AI intelligence engine similarity. Displays similar incidents and solutions instantly, enabling engineers to continue from previous cases efficiently
Agentic intelligence and orchestration. AI agents execute multi-step workflows independently, freeing engineers for higher-value work
Proactive problem management clustering. AI analyses incidents, detects patterns, addresses knowledge gaps, and initiates Problem Management and RCA before recurrence
AI-generated knowledge. Knowledge articles, case summaries and resolution notes are drafted automatically from the work your engineers do
Data layer
One source of truth across your estate, kept current in real time
Unified CMDB and service graph. One unified map of services, dependencies and configuration, eliminating confusion about your environment’s structure
Automated performance analytics. Service performance measured continuously, not quarterly
Real-time operational dashboards. Your own live view of SLAs, incidents, capacity and cost, available to your team 24/7
API integration and data fabric. integration with tools you already run – monitoring, observability, cloud platforms and your own service management
Process optimisation
ITIL discipline, modernised with AI, continuously improved
AI-optimised workflow designs. Workflows designed with AI to minimise clicks, hand-offs and wait time
Agentic workflow delivery. Routine processes are executed end-to-end by AI agents, with humans in the loop where it matters
Process harmonisation. Consistent process design across your services, not a different way of working per team
ITIL process leaders. Named process leaders ensure accountability and discipline for incidents, problems, changes, and service requests.
AI-infused service delivery – what this means for you
Up to 60% improvement in users finding the answer themselves from our knowledge bases, reducing mean time to resolve
30% of service desk contacts deflected through the GenAI ASPIRE bot’s conversational prompting
Zero-touch support. The direction of travel for routine, well-understood requests