Call Center QA Featured Article
3rd Party Call Monitoring: Harris CapRock Enhances Customer Service Program for Improved Network Monitoring and Management
Harris CapRock Communications (News - Alert), a provider of 3rd party call monitoring and fully managed communications for remote and harsh environments, announced it is completing the development of AssuredCare, its comprehensive customer service and network management program.
The program integrates best practices and capabilities pulled from all four organizations combined to form Harris CapRock in April 2011. AssuredCare combines highly trained customer service personnel, extensive support infrastructure, proactive network monitoring systems and a best-in-class customer portal. It allows CapRock customers to gain improved real-time visibility into their global communications.
"While the particulars of customer missions vary across the three vertical markets Harris CapRock serves -- energy, government and maritime -- we consistently hear one need: customers must have confidence in their communications so they can stay focused on their core missions," said Tom Eaton (News - Alert), president, Harris CapRock Communications, in a statement.
"AssuredCare provides field-deployed personnel and headquarter offices with complete peace of mind in their remote communications, making it an extension of Harris CapRock's mission to be the industry's most trusted communications provider," Eaton added.
By leveraging highly developed tools, AssuredCare offers customers optimal network performance. A proactive network monitoring system automatically detects more than 80 percent of potential network issues enabling immediate resolution, reducing the time typically lost when a customer must contact their service provider. It also features various management systems and operational tools to provide customers with near real-time visibility into their service.
Earlier in July, Harris CapRock announced it has commissioned communication services onboard the latest truck to join Allied Wireline's fleet supporting wireline services to land sites throughout North America.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Rich Steeves
