![]() So VTIG spun the Pia technology out into a separate company, also called Pia, and late last year brought it to North America, Pacheco said. Service desk is always one of the top three biggest headaches year-on-year for MSPs. “And that’s where MSPs have the greatest pain point, in my opinion. “We found huge pain points in our business because the software vendors out there were providing us with platforms that weren’t really focusing on the service desk work,” Pacheco told CRN. The goal, according to Christian Pacheco, managing director of VITG, was to bring Pia to the MSP community to help them with issues related to automating their processes. ![]() The result was Pia, which is short for predictive intelligent agent, which allowed VITG to analyze, route, and action repetitive tasks as a way of easing the workload of its service desk personnel.īut then VITG took Pia to the next level and created a separate company, also known as Pia, around the technology. A few years ago, when Virtual IT Group (VITG), a New South Wales, Australia-based MSP, had trouble finding a technology for automating the service desk operations of smaller companies like it was, decided to develop the technology on its own.
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