RDE Technologies Adopts Vight to Turn Service Calls Into Ticket Notes, Time Entries, and Coaching Data

AI-powered call intelligence transforms service conversations into structured documentation, actionable KPIs, and stronger customer experiences

Oceanside, NY, Sept. 03, 2026 (GLOBE NEWSWIRE) -- RDE Technologies, a New York managed IT and cybersecurity provider serving businesses nationwide, has deployed Vight across its service desk. Vight is an AI operations platform for managed service providers. It takes the recording of each support call, writes the ticket note, posts the time entry to the PSA, and flags calls where a client sounds frustrated or a situation needs a manager's attention.

RDE Technologies leverages Vight’s AI-powered platform to improve service documentation, technician efficiency, and the overall client experience.

By automatically transforming service calls into structured ticket notes, time entries, follow-up actions, sentiment insights, and communication-quality data, Vight helps RDE reduce administrative friction while giving technicians and leadership a more complete view of every client interaction.

January, RDE has run 67,794 calls through Vight and logged 5,671 hours of service time that previously went unrecorded.

Most MSPs still rely on technicians to write up a call after it ends. Notes get shortened, time goes unlogged, and the next technician on the ticket inherits an incomplete picture. Managers see the ticket, not the conversation.

Turning service conversations into operational intelligence

At RDE, when a call ends, Vight transcribes the recording, matches it to the right ticket, and writes a structured note covering the issue, the troubleshooting performed, the outcome, and next steps. The time entry goes to the PSA alongside the note. Each call also receives a sentiment score, a coaching score across six areas of technician performance, and a check for anything that needs attention right away. Technicians and managers can search prior calls and tickets in plain language when they need context on a client.

"Vight gives us visibility into the work and the client conversation at a level that was not practical before," said Nathan Spitalny, founder and CEO of RDE Technologies. "That lets us coach from real calls instead of secondhand accounts, catch a frustrated client the same day, and keep our time entries honest."

A closed-loop system for better MSP performance

Vight adds an intelligence layer across RDE's existing service workflow without asking technicians to adopt a separate documentation process. Calls can be transcribed and summarized, time can be posted to the PSA, risks can be escalated, and prior client context can be surfaced when a technician needs it.

·   More complete documentation: Each call produces a structured record of the issue, troubleshooting performed, resolution, and next steps.

·   Stronger KPI integrity: Service metrics are supported by consistent information captured from the actual interaction, rather than notes reconstructed from memory.

·   Earlier client-risk detection: Sentiment and critical-call analysis help managers identify frustration and intervene before a single interaction becomes a larger relationship issue.

·   Better technician coaching: Communication-clarity insights provide practical feedback on explanations, pacing, repetition, and client understanding.

·   Reduced revenue leakage: Automated time capture helps completed service work reach the PSA accurately and promptly.

Technology that fits the way MSPs already work

RDE selected Vight because the platform works within the systems and processes its service team already uses. Technicians can continue focusing on clients while Vight handles much of the documentation, time capture, and analysis that would otherwise require separate administrative effort.

The approach gives RDE a practical way to increase consistency across a busy service organization without forcing technicians to abandon familiar workflows or adding another disconnected management tool.

“For automation to deliver value in an MSP, technicians have to actually use it and the information has to reach the systems where the team works,” Spitalny added. “Vight fits into our existing operation, helps our technicians stay focused on clients, and gives management stronger information for running the service organization.”

Measuring what clients actually experience

RDE's operating model connects efficiency with service quality. Rather than treating CSAT as a standalone score, the company can evaluate customer feedback alongside response time, repeat contact, resolution outcomes, technician clarity, sentiment, and documentation quality. This broader view helps RDE understand not only whether a client was satisfied, but why, and what should improve next.

With Vight, RDE is demonstrating a modern model for managed services: automate repetitive work, preserve the human relationship, measure what matters, and use every client interaction to improve the next one.

About RDE Technologies

RDE Technologies is a New York-based IT consulting, managed services, and cybersecurity company serving businesses nationwide. RDE helps organizations manage, secure, monitor, and support their technology environments so they can operate efficiently and focus on their core business. Learn more at https://rdetech.com 

About Vight

Vight is an AI operations platform for managed service providers. It turns phone calls and service activity into ticket notes, time entries, follow-ups, sentiment scores, technician coaching, and critical alerts, and makes that history searchable. Vight integrates with 3CX, Microsoft Teams, RingCentral, ConnectWise, HaloPSA, Autotask, Slack, ITGlue, Hudu, and SharePoint. Learn more at https://vight.ai 

Vight automatically transforms MSP service calls into structured ticket notes, time entries, sentiment insights, and actionable service-desk data.

Press Inquiries

Nathan Spitalny
nathan [at] rdetech.com
8445359799
https://rdetech.com

A video accompanying this announcement is available here: https://youtube.com/watch?v=Ez_F-UeNP_g