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Perseverance to achieve customer satisfaction is critical to long-term business success. At Avotus, each support incident is treated as important. Our highly trained staff responds to customer phone calls and emails to provide the appropriate level of service under any circumstance. Customer issues are addressed in a timely and courteous manner. Our fleet of comprehensive helpdesk services is customized to meet the specific requirements of enterprises.
ICM helpdesk
Our friendly customer-service team uses industry-leading internal processes to troubleshoot technical issues reported by customers. The goals of our |
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| ICM Helpdesk features: |
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Easy access: Quick and easy access to the support team |
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Fast response time: Technical support personnel trained to quickly respond to customer issues |
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Quick resolution: Issue resolution on the same day, in most cases |
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Timely follow-up: Timely notification of successful issue resolution by the support personnel |
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support services are to minimize customer downtime, address issues rapidly, accelerate company-wide adoption, maximize solution benefits, and improve overall user experience. The Help Desk services are available to all customers between 8:00 AM and 8:00 PM EST, Monday through Friday.
Call us on 1-800-840-2580 Option 3, or mail us at support@avotus.com |
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| Move, Add, Change, Delete (MACD) |
| Avotus Managed Service Helpdesk supports enterprise users with five “must-have” primary services: |
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Moves, Adds, and Changes (voice/data) – Avotus manages all Move, Add, and Change (MAC) requirements (Telephone Administration, IP Services Administration, EPABX, Alarm Management, IVR and VM Management/administration, Configuration Backup and Restoration, CLI Report, Corporate Directory, Voice Logger Administration, Symposium application Design/Management) of enterprises through a 123-bit SSL remote connection to the PBX/Symposium Server. |
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Network management services (voice/data) – This is a network planning tool offered by Avotus, which ensures that the communications infrastructure is maintained at a cost-efficient service level that meets the needs of the organization. |
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Traffic studies – As part of its services, Avotus provides enterprises with an analysis of their telecom traffic, which would give enterprises an overview of their network utilization. With the analysis report, enterprises would be able to gauge how they could benefit from call routing optimization, resource management, telecom expense reduction, web-based reporting, order pro-generation, efficient system utilization, and customized reporting solutions. |
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Centralized remote monitoring/management – This offering from Avotus serves as the single-point-of-contact for all telecom and communications-related issues. |
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Telecom infrastructure optimization – The Avotus website portal provides various reports, which in turn, give enterprises details of telecom infrastructure optimization. Avotus contacts vendors and gets clarification for any concerns that enterprises may have, thus enabling the enterprises to concentrate on their core services. |
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| Wireless helpdesk |
Avotus ICM Wireless Helpdesk provides a fully outsourced, single point of contact for all wireless communication management needs of enterprises. As part of this service, our team of skilled professionals responds to employee inquiries, and manages wireless Move, Add, Change (MAC) requests and repairs by preparing vendor work orders and dispatching them to the vendors off record.
In the case of orders that involve the procurement of new wireless communications equipment or services, our team interfaces with the third-party vendors of the enterprise on its behalf. To ensure satisfactory completion of the order, Team Avotus remains in constant contact with the vendors of the enterprise throughout the order process.
All orders are tracked through the Avotus ICM Order Management web-based application, which regularly updates the orders and allows them to be accessed through a secure website—24 hours a day, 7 days a week. |
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