PerceptIS operates two IP based call centers (located in Phoenix and Cleveland) that provide 24x7 support.

Our specially trained technicians can resolve any number of issues relating to connectivity, network access, general purpose applications (MS Office, Adobe Suite, etc), enterprise applications (PeopleSoft ERP, Blackboard Learning Management Systems) and specialized local applications. We also provide support for hardware failure analysis, virus remediation, back-up and recovery services, mobile computing devices, PDA’s and Cell phones.

Users can contact the help desk through a variety of methods including phone, email, fax, web submission or chat. Our flexible solution allows you to use your own existing help phone numbers and/or email addresses or create new ones.

The keys to the service associated with our 24x7 Call Center:

• Metrics and Executive Results Dashboards
• Remote Access and Control of users computers in which we actually take control of the users computer remotely from the call center and fix problems for the customer.
• Resolution ownership in which we follow every incident until the end user issue is resolved and communicated.
• Root cause analysis addressing high call volume generating issues or individuals. Our subsequent “continuous improvement” activities are designed to correct those issues and reduce the “need” to call.
• Multi-modal access, which allows our end users to initiate an incident by telephone, e-mail, fax, web submission or chat.
• Service Level Agreements in which detailed performance expectations for both PerceptIS and our clients are spelled out contractually.
• Surveys of customer satisfaction on 100% of incidents managed.

While most clients choose to have us provide all their call center support, we can also provide off-hours support to supplement your existing call center.

Additionally, we have the ability to do outbound calling (such as fundraising and student recruitment) as well as handle non-technical inbound calling (such as customer service and reservation taking).