EarthLink Business Launches EarthLink TechCare
Customizable, Fully-Managed Outsourced Help Desk Solution
ATLANTA, June 14, 2012
ATLANTA, June 14, 2012 /PRNewswire/ -- EarthLink, Inc. (NASDAQ: ELNK), a
leading IT services and communications provider, today announced the launch of
EarthLink TechCare, the next in its series of innovative IT Services business
solutions. EarthLink TechCare is a fully managed outsourced help desk that is
customizable and scalable, enabling customers to relieve their overburdened IT
staffs and refocus on more strategic initiatives.
With EarthLink TechCare, experts build a customized offering fully integrated
into the customer's IT environment. EarthLink's North America-based, certified
professionals resolve end-user technology challenges by answering live calls
rapidly, and provide a knowledgeable and courteous experience for the client's
users. EarthLink TechCare can help businesses define thresholds for
escalations and create a ticketing and reporting system to meet exact needs.
"Following our May launch of Cloud Workspace, a hosted desktop and
virtualization application service, EarthLink TechCare further empowers our
clients to achieve their business objectives by expanding their IT
capabilities without adding IT staff," said Michael Toplisek, Executive Vice
President of IT Services for EarthLink. "Many businesses today spend a high
percentage of their IT resources on routine maintenance and support
activities. EarthLink TechCare provides the help desk functionality to keep
internal users productive without consuming internal IT resources. This
solution can significantly reduce the cost of providing help desk support
compared to an in-house service, and enables IT staff to focus on more
strategic revenue generating initiatives."
EarthLink TechCare is a feature-rich service that enables clients to select
from a menu of components or add unique support elements as needed. These
include: support of any end-user device, VIP support levels, online reporting
tools, trouble ticketing system, 24/7 or 9/5 options, client satisfaction
reports and ITIL best practices. EarthLink documents the business IT
environment (networks, devices, printers, partners, applications, peripherals,
VIPs) and helps define escalation thresholds and processes for third party
vendors, and ensure a seamless handoff for end-users.
"Businesses are under continual pressure to do more with the same budgets, and
often lack the resources to keep up with the increased complexity and risk in
the IT world. Outsourcing help desk functions has long been seen as a viable
target for strategically distributing budget while potentially improving
productivity and end user response times," remarked Carl Brooks,
infrastructure and cloud computing analyst, Tier1 Research, a division of 451
Research. "Providers that offer a professional, scalable solution are in a
good position to attract customers that are feeling the pinch around IT
staffing levels but still want to try and streamline rote support functions."
EarthLink TechCare features a web-based customer portal with access to the
historical record of all logged calls and ACD (Automated Call Distribution)
statistics that measure performance based on average call length, average
speed of answer and number/percentage of calls answered. Current EarthLink
service level metrics indicate 70% of calls reach a live person in less than
30 seconds; on average calls reach a live person in less than 60 seconds and
70% of issues are resolved and closed on the first call.
Implemented by EarthLink internally to support the sales organization,
EarthLink TechCare provides the real-time support and rapid resolution that
has greatly improved productivity and effectiveness.
The IT Services product suite is also available for customer management via
the myLink™ customer portal using a centralized IT Services Center dashboard.
More information on EarthLink Business IT Services is available by calling
1-800-957-4872 or visiting www.earthlinkbusiness.com.
EarthLink, Inc. (NASDAQ: ELNK) is a leading IT services and communications
provider to more than 150,000 businesses and one million consumers nationwide.
EarthLink empowers customers with managed services including cloud computing,
managed and private cloud, and virtualization services such as managed hosting
and cloud workspace. EarthLink also offers a robust portfolio of IT security,
application hosting, colocation and IT support services. The company operates
an extensive network spanning 28,800 route fiber miles with 90 metro fiber
rings and 4 secure data centers providing ubiquitous nationwide data and voice
IP service coverage across more than 90 percent of the country. Founded in
1994, EarthLink's award-winning reputation for outstanding service and product
innovation is supported by an experienced team of professionals focused on
best-in-class customer care. For more information, visit EarthLink's website
SOURCE EarthLink, Inc.
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