Technical Assistance Center

Reform your product Technical Assistance Center (TAC) to deliver quality solutions and supreme service experience through the right skilled engineers, connected intelligence & assisted automation with Technical Assistance Collaborative (TAC) solutions and management.

Deep thought

An integrated people, process and technology driven approach focused on knowledge engineering and automation enables to optimize service cost without compromising on Customer experience and enterprise security aspects

Trending

Leading cybersecurity company rapidly scales up enterprise technical support to enhance customer exp

Case Study

Multi-channel technical support for a global leader in malware prevention solutions

Case Study

SPECIALIZED SUPPORT ENGINEERS

Specialized and consistent support is delivered to premium customers via intelligent skill-based routing systems to minimize touches and maximize resolution with TAC management.

SELF-SERVICE ENABLED SUPPORT

Redefine service experience by delivering personalized digitally enabled engagements using mobile, chat, and self-service assisted by Machine Learning with Technical Assistance Collaborative (TAC) solutions.

DIGITAL TECH OPERATIONS

Embrace digital workers and use automation technology to assist Support Engineers and create predictable remote services for your B2B clients with TAC solutions.

DIVERSIFIED SUPPORT PROFICIENCY

Support across various platforms like network & security devices, SaaS applications, on-premises, virtual, or hybrid with a unified goal to resolve customer issues with precision and speed with Technical Assistance Center.

ENHANCED SERVICE QUALITY

Monitor and address service quality to confer with business priorities using deep customer data analysis with Predictive and Prescriptive analytical tools to deliver superior quality service with TAC management.

OPTIMIZED EXPERIENCE

Implementing an analytical approach to decrease turn-around time, empowering customers with interactive forms of self-help, tailored rich libraries of documents, videos and an easy-to-use portal to eliminate wait times, iterative interactions resulting in higher CSAT with Technical Assistance Collaborative (TAC) solutions.

Our Approach

Transparent Process Framework

We build a strong, transparent culture through informed client-in-loop decisions, fact-based business reviews and a resilient process model that embraces a customer first value system

Quality Assurance

We create a strategic platform to monitor processes, evaluate benchmarks, provide analytics, daily reports, and suggestions to augment customer experience

Process Optimization

We deploy constant process optimization techniques involving gap analysis, feedback loop and process automation to help our customers while optimizing cost without compromising on efficiency

CSAT Orientation

We empower customers with interactive self-help options, that eliminate wait times, reduce back and forth interactions and increase turn-around time, enabling a positive customer experience at optimized cost

Remote Workforce & Management

We employ workforce forecasting techniques using analytics and workplace automation to enable management of remote workforce ensuring 99.9% delivery of committed SLAs

Our Expertise

At iOPEX, our dedicated team of certified engineers will help you offload your post-sale technical troubleshooting, take corrective action to resolve issues and create conclusive reports via automation and process optimization, enabling seamless customer experience and organizational scaling with Technical Assistance Collaborative (TAC) Solutions.

Our area of technical expertise includes