24×7 technical support service desk / remote IT support center, to cater to the technical requests related to mission-critical technology and infrastructure.
TARGETED STAFFING: We staffed the technical service desk with highly capable and experienced professionals, who either had worked on similar projects or had strong technical background and broad IT knowledge.
TRAINING: The support staff were further trained on the specific solutions and services offered by our customer so that they could respond to calls confidently and solve problems in a timely manner.
RELIABLE PHONE SOLUTION: US based VoIP provider; private cloud with 2 geographically distributed back-up facilities; multiple redundant data feeds with fiber optic last mile connection.
SMOOTH SERVICE TRANSITION: the transition plan has been designed and implemented to avoid compromising the SLA and with account for customer’s need to reposition their staff and training concerns.