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Rolling Meadows, IL --As part of their global helpdesk initiative to maximize helpdesk knowledge, effectiveness, and delivery, both ABS Associates Inc. and QSupport, an India-based eServices company, have joined intellectual forces to unveil the 24-7 Web Enabled Call Center (WECC). By far the most ambitious and all-encompassing helpdesk support service to date, WECC employs a combination of email, chat, voice, and on-site solutions that match client side preferences -coming into play as issues escalate. ABS will remain the single point of contact for all client services, creating seamless integration with QSupport tools and services so that each activity is transparent to the end-user. The IT management company has earned an expert reputation for its "human touch"-certified engineers deployed to the client's site when desktop or network support issues can not be settled remotely. The WECC procedure is activated using natural language processing. Such proprietary tools interpret the client's key words and draw from an extensive knowledge base that evolves as each issue is documented. With the cumulative wisdom of all past and present WECC engineers behind it, the client's browser reveals an instantaneous response that solves typical Level 1 service needs. For more complex queries, this interactive new service triggers the 24-7 web enabled call center and offers the client a choice of either live chat, email, or voice. If on-site service is required, the calls are routed to ABS whose rapid response technicians attend to Level 3 issues until they are resolved. Nisheeth Srivastava, Chief Operating Officer for QSupport, underscores the dead-end isolation inherent in standard point and click troubleshooting which he firmly believes will be assuaged by the Web Enabled Call Center. "There is no other third party vendor," states Srivastava "that provides this kind of efficient and knowledgeable global support and still maintains a personal, on-site relationship with each client. It is an intelligent mix of on-the-ground interaction, information, and electronic customer relationship management that the client can use." This unique "clicks and bricks" arrangement signifies comprehensive global services, not only for end users at office workstations, but for those clients who operate in a mobile computing environment. Wireless devices such as cell phones, net pagers, and Personal Digital Assistants (PDAs) are no longer excluded from total helpdesk support coverage. Thomas Mitchell, ABS's VP of Technology and instrumental proponent of the partnership, expects their joint venture to make great strides in the worldwide wireless marketplace. "Our partnership with QSupport strengthens our position as a global provider of 24 hour IT support," says Mitchell. "This is especially critical for our mobile clients. In addition, it allows us to seamlessly integrate our on-site U.S. resources with our on-line engineers. The cost benefits of such highly technical off-shore personnel will no doubt be gainful to all who take advantage of this service." Founded in 1982, ABS is one of the Midwest's leading technology management companies and provides a full range of consulting, networking, web development, helpdesk, maintenance, and outsourcing services to major corporations throughout the United States. For more information, access the ABS home page at http://www.abs-inc.com. |
