Support Services - IntelliDesk
Virtus recognizes the need for some customers to outsource help desk services to a third party. The driver for doing so may be the requirement to focus on core business or indeed to provide out of hours coverage in a scalable cost model.
Our help desk outsourcing service gives you the freedom to focus on your core competencies while giving your customers a professional, efficient, satisfying help desk experience. Our people, processes and technology give you the information to identify trends and anticipate training needs, increase responsiveness to your internal (or external) customers, and ultimately help you to secure the reputation of providing quality service to those valued that you provide mission critical support to every day.
The IntelliDesk Operations Centre (IOC) is manned 24 hours a day, 365 days a year by trained technical operatives. These IOC operatives are highly skilled technical engineers, trained on a wide range of telecommunications equipment, each with technology specializations.
Our skills based routing platform ensures that calls regarding certain technology areas are directed to the appropriate technology department within the IOC. You can be sure that your customer enquiries will be personally dealt with by a professional technical operative who will own the issue from initial escalation through to final fault resolution. The IntelliDesk operatives form part of your company's virtual technology team and will interface with your in-house staff in an efficient and flexible manner.
IntelliDesk uses intelligent routing platforms that can deliver fault calls into a skills based team via number called (DDI) and also number calling (CLI). The ability to intelligently route on both DDI and CLI means that you can offer each of your customers tailored service levels and direct access to certain skills teams based upon the number from which they are calling, all delivered over a common advertised support number dedicated to your company.
Our IntelliDesk call and fault reporting systems monitor the effectiveness of our technical staff and can provide monthly fault ticket and call statistics into your business for analysis.
This level of information flow helps you to understand and address trends in your customer’s fault events and also to manage the processes in which you would like the IntelliDesk technical operatives to operate. The IntelliDesk operatives become part of your remote technical team and so being able to monitor their effectiveness on a regular basis will be critical to the success of your business relationship with your customers.
All calls into and out of the IntelliDesk operations centre can be recorded. The recordings can be requested at any time for any purpose and can be sent via email as standard .wav format audio files.
Summary of Services
Virtus can supply your organization with the resources needed to provide quality cost-effective support. We offer a complete line of traditional call center and newer Internet eServices.
- Branded "White" Services
- 24 hours/day X 7 days/week X 365 days/year
- Complementary After-hours support and Overflow
- e-Mail support services
- web based ticket update services
- Customer Entitlement Validation
- Remote Technical Support Services
- Core Network to Edge Application Support
- Proprietary Technology Support