Infrastructure

Our Tech support operations is provided on top of a world class  physical, computing and telecom infrastructure. The 24/7 tech support is provided from a secure facility that houses over 50 dedicated tech support seats.  Dedicated 1-800 numbers, non 1-800 numbers, email servers and ticketing systems are provided as part of the tech support infrastructure.

Based on the required technology infrastructure for the support operations, Suma Soft is flexible in using the existing infrastructure available with the client or establish new infrastructure.

Voice

Our infrastructure provides multiple options to handle voice based tech support calls. We offer 1-800, non 1-800 numbers that are answered at our technical support operations. The underlying technology is a mixture of VOIP, PSTN and hosted call center environments. Additionally IVR and skill based routing can be programmed. We pick the right technology keeping in view the clients current and future needs.

Email / Web

Our infrastructure provides email based tech support operations where a dedicated support email ID would receive end user emails. Additionally the end users could create  support request tickets using web access.

Ticketing Systems/Knowledge Management

Suma Soft either adopt the existing ticking system used by the client or establishes new systems based on the requirements. The ticketing system forms a core component of the support operations. It is critical that all relevant information are captured into the ticketing systems. Ticketing system should also provide reports for effective management of the operations.

Network / Test / Simulation Environment

Suma Soft provides a secure and partitioned infrastructure for each client. Desktops, LAN network, connectivity to client's network, Internet access, simulation / test environments, ticketing systems, knowledge management systems, voice infrastructure, email infrastructure are established.