ATM Launch Support Sentinel
Boosting Customer Service Levels
ATM Technology Management, UK Nationwide Help Desk & Managed Services provider, has announced a significant new customer service. Support Sentinel, an automated help desk/voice alert system, allows customers to contact ATM more effectively out-of-hours. It also enables ATM's Remote Support Desk software to alert customers instantly to any IT infrastructure problems.
Support Sentinel integrates best-of-breed software technologies for remote system management and automatic voice alerting. Designed to handle hundreds of inbound and outbound calls a month, the £30,000 system replaces a third-party telephone answering service. In combination with ATM's Remote Support Desk, the system also provides instant telephone alerting around-the-clock for customers with remotely-detected critical events.
ATM comments ...
"Support Sentinel is an innovative new service from ATM that sets even higher standards in the demanding remote managed services market. We wanted more flexible and reliable control of our out-of-hours calls as well as the ability to link an automated alert system to almost any aspect of our customers' IT infrastructure,".
"Support Sentinel does just that, digitally recording any out-of-hours customer calls for help. As soon as the customer puts down the telephone, Support Sentinel will immediately contact the appropriate ATM personnel. Tightly integrated with our Remote Support Desk monitoring software, the system instantly alerts customers to any critical hardware or software problems detected too. It all adds up to total peace of mind."
Support Sentinel and Remote Support Desk
With the assistance of specialist developers and third-party integration components, ATM has added alerting functionality to its Remote Support Desk monitoring software to take customer service levels to new heights. For inbound out-of-hours customer calls, Support Sentinel records the answers to a series of prompts. The system then automatically contacts the appropriate ATM staff and plays back the recording. A built-in escalation procedure ensures that no calls are missed.
A link between Remote Support Desk and Support Sentinel automatically passes over details of any critical monitored events on customer systems. Following pre-programmed business rules, Support Sentinel determines the urgency and instantly contacts nominated customer staff with the details. The system tries successive contacts until the message is acknowledged. For customers with fully-managed services, the alert call is routed to the appropriate ATM personnel. Support Sentinel not only calls multiple numbers but can also use fax, text message and e-mail contact methods.
About Remote Support Desk
Remote Support Desk offers a safe and secure mechanism for the monitoring or controlling of network infrastructure, server farms and the desktop. By using automated monitoring tools, it reduces the dependency on people and enables IT Departments to deliver consistent services. Remote Support Desk allows ATM staff to access and fix user systems remotely. The proactive diagnostic nature of the service ensures the integrity of business critical applications and infrastructure.
For more information Contact ATM Now!