Verizon Business Boosts End-User Help Desk Capabilities With New Support Center
Posted on May 20, 2008
Filed Under Tech Biz
Verizon Business is opening a new
customer service and support center here to accommodate growing customer
demand for its end-user help desk services. The new center will greatly
boost Verizon Business’ overall ability to handle calls for technical
support by more than doubling the capacity of its current help desk
operations, while enhancing system redundancy.
Verizon Business 24 x 7 help desk services enable companies to
cost-effectively outsource this function to help them increase productivity
of their workers. Handling more than 2.5 million help desk calls per year,
Verizon Business continues to experience significant growth in its help
desk outsourcing business. The company expects this trend to continue as
more professionals work remotely and require support to stay in touch with
the office, better serve customers and boost productivity.
“At Verizon Business, we strive to go above and beyond for our
customers, especially in the growing area of IT services support,” said
Michael Marcellin, vice president of product marketing for Verizon
Business. “In this case, it’s about exceeding — not meeting — customer
requirements as we launch this new center and work to increase customer
satisfaction and productivity. We are providing enterprise customers with
an invaluable resource for seamlessly extending their IT departments.”
The new facility has capacity for 400 highly trained consultants, who
serve as the first point of contact for callers, helping to resolve issues
with personal computers and handheld devices such as a Blackberry.
Via a toll free number, workers can find help 365 days a year on how to
access their company’s systems, the Internet and e-mail, as well as manage
issues with hardware and software applications, among other problems.
Services also can be customized to meet an organization’s specific IT
support goals and objectives, with a choice of English and Spanish language
capabilities.
Verizon Business’ help desk employs ITIL (Information Technology
Infrastructure Library) best practices for managing information technology
(IT) infrastructure, development and operations. Verizon Business was also
recently recognized by leading industry analyst firm Gartner Inc. in the
Leaders Quadrant of its “Magic Quadrant for Help Desk Outsourcing Services,
North America, 2008″ report.*
Verizon Business IT Solutions and Hosting
Verizon Business’ IT Service Desk is part of the company’s
comprehensive portfolio of IT and hosting solutions, which deliver
complete, end-to-end, integrated IT and network solutions. From simple
colocation to full IT applications management, Verizon Business can serve
as a true extension of a customer’s IT organization. Services include Data
Center Colocation, Remote Backup and Restore, Hosted Messaging and Instant
Messaging, IT Service Desk, Akamai Services, IP Application Hosting, and
Remote IP Application Management. More information is available by visiting
http://www.verizonbusiness.com/us/itsolutions .
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a
global IP leader and network-based partner for delivering integrated
communications and information technology (IT) solutions to large-business
and government customers worldwide. Combining unsurpassed reach with
managed services, security, mobility, collaboration and professional
services capabilities, Verizon Business delivers global solutions that
power innovation and enable its customers to do business better. For more
information, visit http://www.verizonbusiness.com.
VERIZON’S ONLINE NEWS CENTER: Verizon news releases, executive speeches
and biographies, media contacts, high-quality video and images, and other
information are available at Verizon’s News Center on the World Wide Web at
http://www.verizon.com/news. To receive news releases by e-mail, visit the News
Center and register for customized automatic delivery of Verizon news
releases.
* Gartner Research “Magic Quadrant for Help Desk Outsourcing Services,
North America, 2008,” by Rich Matlus and William Maurer, February 28, 2008
The Gartner Magic Quadrant is copyrighted February 2008 by Gartner,
Inc., and is reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period. It
depicts Gartner’s analysis of how certain vendors measure against criteria
for that marketplace, as defined by Gartner. Gartner does not endorse any
vendor, product or service depicted in the Magic Quadrant, and does not
advise technology users to select only those vendors placed in the
“Leaders” quadrant. The Magic Quadrant is intended solely as a research
tool, and is not meant to be a specific guide to action. Gartner disclaims
all warranties, express or implied, with respect to this research,
including any warranties of merchantability or fitness for a particular
purpose.
SOURCE Verizon Business
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