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Superior Service is Top Priority for IVCi's Help Desk

Jim Berry, Technical Support Manager, IVCi LLC.

Interview with
Jim Berry, technical support manager

By Nina Parker

Q. What makes the IVCi help desk so unique?
A. We provide our customers a single source of support. There are often many vendors associated with a video conferencing or audio visual project, so instead of the customer having to worry about these multiple parties, they can deal directly with us. We have the resources to manage the complexities involved with each of these different vendors, so that our customers don't have to.Also, our clients have full access to our in-house product and subject matter experts, who can address some of the more complex issues. Our staff has the skill, the experience, and the training to give our customers a sense that the problem is under control, no matter how complex it may be.

Q. How is the help desk able to achieve an average wait time of seven seconds?
A. We conduct real-time, live monitoring of the help desk personnel to make sure we are adequately staffed at all times, including peak periods. We use a mathematical model for staffing which takes into account the busiest times of the day. This helps us be prepared for peaks in call volume. We know how frustrating it is to have to wait to speak to someone for assistance, and we make sure our customers experience a minimal wait time.

Q. Do you have a tracking system for calls that are received?
A. Yes - we create a ticket for every caller, and we track that ticket through completion. Every time we close a problem, we analyze it to find out why it happened. Then we trend all of that over time so we can see if we are getting certain types of problems more frequently - we do this to try to prevent as many problems from happening as possible. We also conduct customer surveys after every call to ensure the customer received superior service.

Q. We have a high rate of satisfaction among our local customers and internationally - is it difficult to manage conferences all over the world?
A. We're staffed 24 hours a day to manage conferences internationally, but one of the biggest challenges is the language barrier. We use an instant message client and translation services for assistance, and we are fortunate to have Spanish speakers on staff.

Q. How do you consistently achieve high customer satisfaction ratings?
A. We view our relationship with our clients as a partnership, and we are fully committed to their success.For example, we are constantly monitoring our team's performance. We not only pay attention to the feedback we receive, but we react to it, and make improvements when needed. The best method of determining if your service is having a positive effect on your customers is to ask them! We conduct weekly surveys to ensure the quality of our support and level of responsiveness is where it needs to be. Also, we have had very aggressive training over the last year - our team has attended over 130 specialty training classes. We have experienced in-house technicians and product experts who are available to provide additional support; we find this gives our customers a sense of comfort, and the belief that we understand their needs and can address their problem quickly and accurately.

Continued >>

Whitepaper: Management of Large Scale Video Networks. Click for the white paper.

W H I T E   P A P E R

Management of Large Scale Video Networks

This paper discusses mechanisms for centralized management of large-scale, video-enabled networks that consist of a variety of video endpoints, soft clients, gateways, conferencing servers, video border proxies, and other required devices.

Click here for the white paper >>

TANDBERG telepresence video screen shot.


Telepresence Solution

Watch this video to find out how seeing eye-to-eye takes on a whole new meaning with telepresence. Telepresence creates the most realistic in-person meeting experience and provides an ideal platform for communication and interaction. It makes meeting participants feel as though they're having a conversation with colleagues right across the table-while being miles or continents apart.

Click here for the video >>


Polycom DMA 7000

Polycom DMA 7000 photo.

NEW! The Polycom DMA 7000 is a network-based application for managing and distributing multipoint calls within a highly reliable and scalable architecture. By maximizing resource utilization and lowering administrative costs, the DMA 7000 is an ideal solution for networks supporting on-demand bridge personal meeting rooms and desktop video and web conferencing applications.
Continued >>

NEW! IVCi Web Conferencing

NEW! IVCi Web Conferencing Services photo.

IVCi offers two new Web Conferencing Services to enhance your electronic meeting. GLANCE enables users to share their PC screens with one or more people either on or off a conference call, while PRESENTER enables full internet data collaboration.
Continued >>

NEW! TANDBERG Telepresence T1 System

TANDBERG Telepresence T1 System photo.

New telepresence system from TANDBERG!

TANDBERG Telepresence T1 is the instant telepresence experience designed for the executive office or high-end collaboration room. Every detail is optimized to give users the highest quality forum for collaboration available. Unparalleled in quality, setting a new industry standard.
Continued >>

Polycom CMA 4000/ 5000 & CMA Desktop

Polycom CMA 5000/4000 and CMA Desktop photo.

NEW! The Polycom Converged Management Application (CMA) delivers and manages real-time video conferencing throughout the enterprise. With Polycom CMA, organizations can video-enable individuals and groups in conference rooms, personal workspaces, desktops, and mobile devices using a single highly scalable application.
Continued >>

If you are interested in learning more about IVCi's complete line of audio visual and video conferencing products and services click here or call 800-224-7083.

Power Meetings Update is a publication of IVCi, LLC.
All articles, trade names, trademarks, and/or service marks herein are owned by their respective holders.
©2010 IVCi, LLC. 601 Old Willets Path, Hauppauge, NY 11788 631-273-5800