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Automated Helpdesk

Cohere's Automated Helpdesk Solutions

Full support down to each employee's desktop done better and at a fraction of the cost you would pay to do it in-house.

Cohere's automated helpdesk (powered by ATS) offers businesses the optimum flexibility necessary to provide both reactive task-oriented and proactive process-oriented support services.

Cohere uses automated system generated reports and data to plan resources at optimum staffing levels and measure productivity. These tools also allow us to manage workflows, service levels, escalate issues, implement change, survey customers and report performance. Cohere's 24x7x365 Contact Center is always available to assist your users with software and hardware questions on commonly used platforms such as Microsoft Windows and Office applications, plus a variety of off-the-shelf software packages.

"With Cohere's automated helpdesk solutions you can focus more of your time on your own business's bottom line."

Key Features

  • Level 1 and 2 troubleshooting - Password resets, connectivity issues and application configurations will become non-issues.

  • Chat support with remote control - Contact support by email, phone or instant message right from your computer

  • 24 / 7 / 365 Support - Any time you want, any place you are - Cohere is only a phone call away.

  • Hardware and Software support - From hardware to software, we support all of your business needs.

  • Dynamic Escalation Policy - Cohere escalates issues with vendors on your behalf.

Product Benefits

Our Methodology

  • The operation of a remote access strategy enables our engineers to access your systems to investigate and identify any problems that have and/or may arise. If a visit to your site is required, the helpdesk staff will escalate this to our field staff and you will be contacted shortly.

  • In relationship to the Service Level Agreement (SLA), our engineers will ensure that your systems are running and have a proven track record that includes:

  • Coverage 365 days a year.

  • Service level agreements to suit your requirements.

  • Remote Access Support-Remote monitoring and administration.

  • On-site engineers-Return to service (ensuring reinstatement of machinery to an agreed standard).

  • Support for installation, changes and moves

  • Expert IT engineers (highly trained, equipped with diagnostic tools to effectively assist with fault resolution).

  • Daily checks of Backups, Anti Virus software and health check on the server(s).

Reduce Capital and Operational Costs

  • Our converged network solution allows you to consolidate infrastructure, access and support while more efficiently using bandwidth, reducing fees and overall costs while achieving an environment that is fully scalable.

Simplify Technology Administration

  • Eliminate Equipment – Cohere eliminates complex processes as there is no equipment to maintain and support, and since Cohere provides full support from your desktop to your final destination, you can rest assured that you've simplified at least one area of your business.

  • Consolidate Network Engineering – As a converged solution Cohere provides all the connectivity you need for conferencing and telephony over one connection so you don't have to deal with multiple vendors.

  • Dynamic escalation policies - Cohere's policy of dynamic escalation - redirecting to another person more qualified to assist you - is easy, and uses time, both yours and ours, in the most productive way.

Improve Employee Productivity

  • With higher levels of bandwidth available to your employee base, you can now ensure that all applications (Email, storage, productivity, mission critical applications, etc …) can be accessed and supported in the smoothest possible manner.

  • Eliminate Equipment – Cohere eliminates complex equipment that there is no need to maintain and support. Since Cohere provides full support, you can rest assured that you've simplified at least one area of your business.'

  • Consolidate Network Engineering – As a converged solution Cohere provides all the connectivity you need for conferencing and telephony over one connection so you don't have to deal with multiple vendors.

  • Dynamic escalation policies - Cohere's policy of dynamic escalation - redirecting to another person more qualified to assist you - is easy, and uses time, both yours and ours, in the most productive way.

Grow for the Future

  • Cohere will find the optimal solution for you at the best available price. Speak to one of our helpdesk specialists today so that we can help your company design a plan to grow into the future.

Regain Confidence in your Infrastructure

  • Security and Reliability – With fully redundant geographic hosted server locations in New York, Chicago, Toronto, Amsterdam and Singapore, and carrier-class equipment with backup power systems and secure co-lo facilities, Cohere Communications offers outstanding reliability for your company's mission-critical infrastructure needs.

  • Staffed by trained technical Tier-1 personnel - When contacting the Cohere Communications Help Desk, it's almost guaranteed that you'll receive the most pertinent help from our skilled and trained technical personnel. Our staff of highly capable professionals possess a broad range of expertise ensuring full support coverage for you and your company.