Contact Center Solutions Featured Article

Message Systems Consolidates Global Customer Support

May 09, 2008

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.

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!