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3rd Party Remote Call Monitoring Feature

September 21, 2012

Gartner Names Xerox Help Desk as an Outsourcing Leader in Magic Quadrant Report

By Raju Shanbhag, TMCnet Contributor

Xerox provides training and support for the customers’ internal Help Desk to keep their troubleshooting centralized and get them back on track faster. Priority access to the company study senior support specialists means that they are ready to help solve the issue quickly, even when things become more complex.

Recently, the company’s Help Desk service was named in the “2012 Magic Quadrant for Help Desk Outsourcing, North America” report by Gartner (News - Alert).

With the help of round-the-clock customer service for a wide range of technical requests that consist of servers, desktop computers, network and software support, Help Desk services offer companies a single point of contact. To offer prompt and reliable helpdesk support for its global clients, Xerox uses a variety of real-time monitoring and techniques. It allows them to regularly administer millions of service desk telephone calls per month, the company has stated.

The Magic Quadrant is a proprietary research tool developed by Gartner that offers visual snapshots of a market’s direction, maturity and participants, and evaluates companies on completeness of vision and ability to execute. The report evaluates 18 help desk outsourcing providers in seven categories

“It’s not only a privilege to hear that clients believe in what we offer—and how we offer it—but we also believe being in the quadrant independently verifies our approach and methodologies as well as the world class people who serve our clients so well,” said Kevin Kyser, chief operating officer and executive vice president of Xerox’s information technology group.

Recently, the state of Nevada awarded Xerox a $72 million contract to design and deploy the state's Health Insurance Exchange (HIX). Nevada will meet the Affordable Care Act deadlines to offer an online portal for individuals and small businesses to compare and purchase health plans by choosing Xerox's cloud-based HIX Solution Suite.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman
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