CONTACT CENTER SERVICES
Through our in-house capability and partnership network in Sofia, Bulgaria we offer diverse services in multiple European languages. Enabling Follow-the-sun support model as well as different support packages covering various intervals and service, and product catalogs.
We offer support at multiple tiers of service:
Tier 1 – Standard technical issues through proven processes; Tier 2 - Complex and escalated issues requiring more sophisticated troubleshooting procedures; Tier 3 - High level support for large scale, large impact enterprise issues and cases; Tier 4 - Engineering services including testing, product level resolution management, and lab services. Help and Service Desk – FPOC or SPOC incident request, problem, event, communication, and knowledge management.
Our technical capability includes:
Multilingual highly complex support delivered across a wide variety of
channels, aided by automation and innovative technologies (B2C, B2B,
SMB, B2E, and Engineering environments)
Technical solutions across the complete customer lifecycle from
installation and activation to RMA management and parts/field support
Multiple offerings for the technology sector including hardware, software,
consumer electronics, security, infrastructure, and networking products
Offerings for ISPs, MSPs, Wireless Carriers, and other telco services in addition to Retail, Banking, and New Economy companies
Rapid and highly effective support, account and case management solutions that aid in augmentation and retention, decrease operating expenses, and optimize your CX