Contact Center Solutions Featured Article

May 09, 2008

Message Systems Consolidates Global Customer Support

By Anamika Singh


Message Systems, an E-mail solutions provider, announced it has opened a new Message Systems Support Center in Seattle, Washington to expand its global customer support team.

Along with this expansion, the company is also consolidating its customer support department under Alec Peterson to improve technical support and service across all geographies.

"Consolidating our customer support services into a single group improves the flow of information from the pre-sales process through to the post sales process," remarked George Schlossnagle, president and CTO for Message Systems. "In addition, having our professional service staff located together further increases the level of support we can provide for the custom products that our customers use with our standard products."

Peterson, formerly Director of Product Development for Message Systems, and now appointed as director of Technical Services, will handle technical support, professional services and pre-sales support worldwide in his new role. Key challenge would be to ensure a consistent and unified engineering message across all technical touch points.

"Alec is absolutely the right person to manage our new support center," said Schlossnagle. "His incredible knowledge of Message Systems products and his deep understanding of IT environments and the challenges organizations face when implementing email systems will serve our customers well."

With opening of this new Message Systems Support Center on the West Coast, the Basic Support subscribers will now have an expanded access to Message Systems technical support staff, 9 am ET through 8 pm ET, Monday through Friday. It would also provide technical support from 9 am to 8 pm to its subscriber across eight time zones. Gold Support subscribers would continue to have access 24/7.

Anamika Singh is a TMCnet Contributing Editor.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is, Best Practices in Agent Retention brought to you by Enkata.


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