As a sophisticated helpdesk solution, ABShelp™ allows users to communicate with support professionals through various channels — web chat, voice, email, or fax — and to track their issue status through resolution. ABShelp™ is a web-based knowledge center that offers optimal support services through three key components: people, process and technology. People: The support professionals at ABS are well-trained, from both a technical and customer service perspective. The agents handling helpdesk support hold certifications from numerous esteemed firms including Microsoft and IBM; additionally, they attend soft skills training throughout the year. Annual voluntary turnover is less than 1%. All of ABS' project managers hold certifications from the Project Management Institute, and our Senior Solutions Delivery Manager is one of thirty certified Help Desk Institute Support Center Auditors in the country. Together, the people at ABS provide a highly qualified team for your helpdesk needs. Process: By following documented procedures throughout the implementation phase, ABS' project managers collect the right information about your unique business requirements. ABS is actively involved with leading helpdesk organizations such as the Help Desk Institute not only to stay abreast of industry best practices but also to help set the standards for helpdesk support. ABShelp™ follows processes that allow us to both meet and monitor the service levels for each client's needs. Most importantly, ABShelp™ is a true knowledge center that captures and reports data to help you make strategic IT decisions. Technology: ABShelp™ is a VoIP, server-based solution, allowing the helpdesk to deliver the right information to the right person at the right time. Because the telephony system is tightly integrated with the web-based call tracking system, users can access support anytime, anywhere. The technology behind ABShelp™ can be seamlessly integrated with your current IT structure. Implementation time ranges between 4-6 weeks. ABShelp™ highlights ABS' ability to provide top-of-the-line, innovative IT support to our clients offering them:: Increased productivity of end-users and support personnel Economies of scale that reduce IT support costs Sophisticated call-tracking capabilities to monitor and report on support activity Access to IT services anywhere in the world Copyright © 1998-2008 ABS Associates, Inc.