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BPO & Service Desk

BPO & Service Desk2020-09-17T11:44:54-07:00

OUTSOURCE TO A TEAM YOU CAN TRUST

Keeping your business running smoothly and addressing issues quickly is critical, and we understand that staffing a scalable 24/7 service desk can be an enormous drain on your time, resources and budget. Our team of dedicated consultants uses a data-driven approach to design the optimal service desk solution for your needs. We leverage best practices to help you scale coverage quickly and cost-effectively and accelerate the resolution of issues.

OUR BPO & SERVICE DESK OFFERINGS

Quality Reviews & Contract Management

Managing contract risk is an important part of the contract management process. In order to promote operational efficiency, capitalize on opportunities, maximize growth, and mitigate risks, companies must implement and maintain an organized contract management process.

Tech T1/T2 Support Desk

Filters Help Desk escalations and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support.

Crisis & Communication Management

Designed to combat crises and to lessen the actual damages inflicted. Crisis management should not merely be reactionary; it should also consist of preventative measures and preparation in anticipation of potential crises.

KB/FAQ/Online Help Management

Real time monitoring & escalations: Automated monitoring of your ecosystem (internal and external) with calls to action and real time root cause analysis.

Real Time Monitoring & Escalations

Automated monitoring of your ecosystem (internal and external) with calls to action and real-time root cause analysis.

Content Management

Collection, delivery, retrieval, governance and overall management of information in any format.

Business Continuity Management

Identifying an organization’s risk of exposure to internal and external threats. Activating levers and action plans to keep your business running in the face of any issue.

ITIL Operations Management

Certified ITIL experts – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

  • 98% Industry Retention Rate

  • Onshore/Offshore & Mix-Shore Delivery

  • 24 x 7 Global Delivery

  • Proven Delivery Experience

  • Cost-Effective Scalability

TURNING DISPARATE DATA INTO YOUR BIGGEST ASSET

With our decades of experience and expertise in the BPO & Service Desk industry, Beyondsoft has developed an intelligence operations tool that uses Analytics, Artificial Intelligence, and Machine Learning. By utilizing BIOPS and combining disparate yet related data sets and putting them into our data model, the tool allows our customers to automate calls to action along with many tier 1 & 2 service desk functions. This reduces error rates and allows our people to provide higher valued support. It also works to mitigate customer impact by drastically lowering outage notification times, provide true end to end reporting, root cause analysis, and complete ecosystem monitoring.

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SEE HOW WE HELPED

MIXED SHORE, MULTILINGUAL CONTENT SOLUTION

The Microsoft worldwide sales force was going to build a Service Contracting Office (SCO) to facilitate the contracting and negotiation for services deal.

“THANK YOU for all the hard work you’ve put into this project. I’m so pleased with the deep knowledge that you have provided us about our business and the solution that you have produced!”

SUSIE E.

DIRECTOR OF PARTNER MARKETING

“Beyondsoft created FAQs, KB articles and documentation for the Services sales field, worked with over 500 stakeholders and have resolved 17,000+ tickets that focused on legal terms and conditions.”

JAY M.

SENIOR BUSINESS PROGRAM MANAGER

“The Beyondsoft Service Desk team manages 100% of our tickets. This allows the FTE team to move out of the weeds and work on the strategy and execution of the project. Beyondsoft is the partner we were looking for.”

BRAD H.

WORLDWIDE SUPPORT LEADER

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