Our very own Callnovo Contact Center offers superb outsourced technical support that can successfully filter help desk calls to provide tier 1 tech support as well as hardware and software troubleshooting – such as: password resets, browser cache and data clearing, basic product installation or troubleshooting information, and ticket routing. Our outsourced tech support team can successfully gather and analyze customer information – including information on their issues – to determine the most effective solutions to their issues; furthermore, if needed, our professional T1 tech support team has the ability to successfully identify issues that must be escalated in order to escalate and route them to the right tech support teams – whether it be tier 2, tier 3, or even outside tier 4 vendor maintenance – including IT applications support.

For such issues that cannot be handled by our very own tech support team, Callnovo is able to easily escalate customer issues to your own in-house T2 tech support team; likewise, our agents are able to transfer all of the information that has been collected from customers – including information on any attempted solutions – as well as other documented information. This transfer of information can allow your T2 support team to focus directly on customer issues rather than have your team spend time collecting any necessary data and / or the answers to customer questions – which can just be a waste of time and resources. Our technical support team can transfer such information regardless of if issues need to be escalated to T2 support or directly to T3 support (which our team also has the ability to do instead of having tier 2 support pass such issues on up).