Through expertise on technologies and products deep-rooted customer interaction orientation and technical support methodologies for supporting client products through a multi-layered support framework, Blue Monitor’s Product Support Solutions gives clients superior customer experience, improved problem resolution and enhanced life time value for their product.
With nine fully operational and completely networked customer interaction centers in India, we facilitate unmatched scalability to our customers. Our global telecom and datacom infrastructure provides superior connectivity, bandwidth availability, scalability and multiple redundancies for business continuity and disaster management. Along with these we enable superior voice quality, network management and security, agent productivity and performance management and tracking using state-of-the-art technology infrastructure.
Our customer interaction team is certified for technical competence, trained for voice and accent alignment, customer interaction skills and technology usage. Blue Monitor also provides multi-lingual support.
Blue Monitor has been a trusted support partner to leading technology product companies in diverse fields like computing platforms, peripherals, storage, datacom, telecom and networking, semiconductor and consumer electronics industries. Our engineers in TAC (Technical Assistance Centre) provide resolutions to complex technical problems and carry out lab based triage / simulation of customer problems and provide hot fixes and workarounds.
Key Features of Technical Support Answer questions
• Provide advice on system usage
• Assist with system configuration
• Use broad product knowledge
• Isolate problem
• Troubleshoot with customer
• Communicate with customer till call closure
• Manage escalation
• Update database
• New recipe creation
ESCALATION SUPPORT
Blue Monitor has been a trusted support partner to leading technology product companies in diverse fields like computing platforms, peripherals, storage, datacom, telecom and networking, semiconductor and consumer electronics industries. Our engineers in TAC (Technical Assistance Centre) provide resolutions to complex technical problems and carry out lab based triage / simulation of customer problems and provide hot fixes and workarounds.
Blue Monitor's Escalation Support for Product Support Services offers easy management of escalations, including tracking escalation status and ownership, managing access to code base and labs, and managing support and engineering escalation response time.
Key Features of Escalation Support Product
• engineering skills and knowledge
• Accuracy of solution
• Hot patches and workarounds
• Problem simulation and triage
• Address network critical issues
• Resolve call using interoperability and multi-vendor issues
• Engage engineering teams if necessary
• Suggest fixes
ENGINEERING SUSTENANCE & SUPPORT
Blue Monitor has been providing engineering support to a large number of technology product builders for over 15 years in areas such as sustenance and bug fixation, black box and white box testing, version management and current engineering and release management. Today, Blue Monitor has one of the largest talent pools with technology experBlue Monitore and deep domain competency of over 5000+ engineers in product engineering supported by state-of-the-art infrastructure, well-defined processes, stringent quality, compliance, skilled domain experts and service professionals and global security standards.
Key Features of Engineering Sustenance and Support
• Bug fixation
• Application stewardship
• Bug fixation
• Configuration management
• Black box and white box testing and validation
• Feature enhancement
• Version management
• Release management
• Documentation
• Build and maintain release specific repository
