At ABS, every organization is treated as a unique entity with distinctive business rules, processes, and requirements. ABShelp™, our Web-based helpdesk solution combines state-of-the-art technology with best practices and highly skilled, North American support personnel averaging five years of IT experience. Together, these components create a scalable support model that delivers results quickly and efficiently, whether your company produces 500 calls per month or more than 50,000.
Our most complete help desk solution, ABShelp™ allows your users to choose how they connect with our support professionals – be it email, telephone, Web form, or online chat – and tracks their issue status through resolution. ABShelp's world-class support stems from three key components:
People: Both technical and people skills count! Our U.S.-based help desk agents not only hold multiple certifications from Microsoft, HDI, and ITIL but also attend ongoing soft skills training. When your people reach out to us for help, we answer clearly with skill and care.
Process: We're flexible but disciplined. Our procedures include carefully collecting and documenting information about your unique business requirements from the very start. ABShelp™ then captures and benchmarks ongoing data to help monitor service levels and to assist you in making strategic IT decisions going forward.
Technology: ABShelp™ delivers the right information to the right person at the right time. Seamlessly integrated into your current IT structure, ABShelp™ is a VoIP, server-based solution. Because the telephony system is tightly integrated with the Web-based call tracking system, users can access support anytime, anywhere.
How does ABShelp work?
When end-users contact ABShelp™, they interface with world-leading IP call center technology and a ticketing system that tracks every action taken from beginning to end. Each request is entered into a unified transaction management system that routes and prioritizes all contacts, regardless of type, distributing the issue to the helpdesk professional best suited to solve the request.
From the moment a ticket is initiated, both internal and external support teams have secure access to the ABShelp™ tracking tool and self service features, allowing them to view the issue status, access FAQ's, or submit additional support requests on a company-branded portal page.
The End-User Experience
ABShelp™ is branded for each client, so end-users are unaware that they are receiving IT support from an outside entity. Regardless of how they contact us, callers enjoy fast response times and friendly service from our U.S. based professionals.
Through the ABShelp™ portal, managers have easy access to online metrics, call statistics and ticket details to give them knowledge about the current environment at any given moment. ABS' program management approach includes monthly meetings to review reports analyzing data, trends, root cause, service levels, customer satisfaction surveys, and opportunities for improvement.
ABS has made and continually updates its investments in technology. Our infrastructure includes our VoIP-based phone system, call recording, servers, backup vaults, 800 numbers, fully functional ticket tracking tool, T1 lines, redundant equipment and more: everything needed for a secure, fault-tolerant and completely Web-based solution.
With end-users choosing to connect to ABShelp™ via VoIP, Email, Web Form, or On-line Chat, all media is routed through a full-featured Automated Call Director (ACD). ACD features included Computer Telephony Integration (CTI, screen pops), and Interactive Voice and Video Response (IVR, IVVR). Other features include real time and historic reporting as well as supervisory monitoring.
The ABShelp™ infrastructure is housed in our data center that is maintained, managed, and monitored around the clock by our engineers. This SAS70 audited infrastructure provides several layers of redundancy and security, including disk arrays, server-class hardware, UPS, multi-grid power, generators, isolated fire suppression systems, disaster-resistant structures, and advanced biometric security. Our 100Mbps uplink to the Internet, with backbone connectivity to four major service providers, ensures bandwidth for all clients to access ABShelp™ from any location in the world.
You can count on ABS to protect your data by following stringent regulatory requirements for security and confidentiality. Backups are performed daily, on-line (without tapes), and stored in two separate remote vaults. All backup data is encrypted using 256-bit keys that only ABS can access.
ABShelp™ "best in class" business processing tools including customized graphical workflows, automated escalation procedures and management reports Full featured, multimedia Automated Call Director (ACD), toll-free numbers, and call recording capabilityRedundancy of power and storage for disaster prevention and/or recoveryFirewall security to prevent unauthorized tampering with Customer dataDaily on-line encrypted backup of data to remote vaultsSophisticated call-tracking capabilities to monitor and report on support activityAccess to IT services anywhere in the worldPhone analysts who are experienced, knowledgeable, and friendly
ABShelp™ delivers fast, friendly answers to your end-users when they need it most. Hassle-free help? Absolutely! The result of experience, ongoing investment, well-trained personnel, and a host of other behind-the-scenes components including: