NTT America has opened a Certified Engineering Centre (CEC), which provides enterprise hosting service customers with direct access to highly skilled certified engineers for technical support.
The new streamlined support service is said to eliminate traditional tiered call centre structures that have hitherto required customers to interact with multiple levels of support before speaking to a qualified engineer. Through the CEC, all
"We created the CEC in direct response to customer demand for the elimination of queues and repetitive interactions with low-level ticket takers," says Hideki Kurihara, vice-president of the Enterprise Hosting Business Unit at NTT America.
"We are proud to offer our customers this critical service enhancement, which is unmatched in the enterprise marketplace, in an effort to better serve their needs and provide higher value and support."
"With the traditional tiered customer support centres, we would often experience significant delays in problem solving and troubleshooting due to re-routing of calls and constant repetition to the lower tiered ticket takers," adds Dan Scarbrough, president and CEO, Global Billing Solutions.
"The ability to directly speak to a qualified engineer has enabled us to resolve issues promptly, thereby saving us both time and money."