Enables resellers and MSPs to provide complete end user help
desk service
HUNTSVILLE, Ala.--(BUSINESS WIRE)--Mar. 17, 2014--
ADTRAN®,
Inc., (NASDAQ:ADTN), today announced the launch of ProCare Help Desk
for resellers and service providers offering ADTRAN’s ProCloud wireless
LAN (WLAN) managed services. Managed service providers can bundle
ProCare Help Desk into their service offering, which includes a 24x7
“first response” resolution of connectivity issues for end-users and
guests accessing the wireless network. ProCare Help Desk provides the
comprehensive, “always on” support that managed service providers need
to round out their service portfolio and capture new revenue
opportunities.
Many managed service providers face a help desk challenge.
Traditionally, these providers are either burdened to offer help desk
support themselves—if they have the IT staff, expertise and bandwidth to
do so—or partner with a third party for additional help. This
complicated support network can add significant costs and make problem
resolution a confusing, blameful and time-consuming task. ADTRAN’s
ProCare Help Desk streamlines wireless user connectivity support
processes from start to finish. When combined with a ProCare maintenance
plan or ProCloud Wi-Fi, the ProCare Help Desk provides a comprehensive
portfolio of wireless support, leaving managed service providers
confident that user issues will be met with exceptional and efficient
customer service.
ProCare Help Desk is a service that resellers and service providers can
offer as part of a turnkey, private-label managed service offering. It
allows them to quickly address the unique needs of customers with
multiple locations, a large number of rotating wireless users (guests,
students, renters, etc.) and is especially well-suited for vertical
markets that include education, hospitality, retail, restaurants and
more.
Key features of the ProCare Help Desk include:
-
Resolution of Wireless Network User Connectivity Issues:
-
Assist users/guests to configure their mobile devices to connect
to the WLAN or ProCloud Wi-Fi network
-
Provide password resets as needed
-
Provide guidance to wireless users on configuration and software
changes to resolve connectivity issues
-
Answer other Wi-Fi connectivity questions or concerns
-
Problem Escalation:
-
Investigate Wi-Fi connectivity issues to determine root cause
within the LAN or WAN
-
For issues not related to ADTRAN equipment or service, escalate to
designated customer technical point-of-contact to perform further
troubleshooting
-
Communicating Status:
-
Provide status updates to wireless-users or guests
-
Interface with the wireless user or guest until connectivity issue
is resolved
“ADTRAN continues to develop innovative tools and programs that provide
its partners and customers with the guidance needed to optimize
solutions and manage advanced networks. ProCare Help Desk is a natural
evolution of our existing support services, and an exciting addition to
ADTRAN’s expanding ProServices portfolio,” said Todd Lattanzi, ADTRAN’s
director of product management. “Managed service providers will leverage
ProCare Help Desk to offload IT burdens, maximize their business
strategy and enter new markets faster.”
ProCare Help Desk is also available to businesses that have deployed
ADTRAN’s vWLAN solution on-premise. These businesses will receive the
same ADTRAN expertise and support to ensure their own wireless network
users experience excellent customer service.
About ADTRAN
ADTRAN, Inc. is a leading global provider of networking and
communications equipment. ADTRAN’s products enable voice, data, video
and Internet communications across a variety of network infrastructures.
ADTRAN solutions are currently in use by service providers, private
enterprises, government organizations, and millions of individual users
worldwide. For more information, please visit www.adtran.com.
Source: ADTRAN, Inc.
Connect2 Communications for ADTRAN
Ashley Baster, 919-435-9112
ashley@connect2comm.com