Inbound Call Experts Deploys Support.com's Nexus Service Platform



Support.com, Inc. a provider of cloud-based technology services and software, announced that Inbound Call Experts (ICE) has deployed Support.com's Nexus Service Platform to power its premium technology sales and support for consumer connected devices.

The Nexus Service Platform will enable ICE to deliver the full support lifecycle, including customer onboarding and ongoing enablement as well as traditional issue resolution while providing a seamless sales and service experience for both the customers and support agents.

"The Nexus Service Platform will enable us to deliver a world-class customer experience with key features such as automated workflow for agents, remote support, and rich real-time analytics,” said Scott Grushoff, senior vice president of operations, ICE, in a statement.  “Nexus provides our customers with an improved experience while providing us with a next generation platform to continue our growth.

At ICE, the Nexus Service Platform replaces several third-party applications with one powerful user friendly environment. The cloud-based Nexus Service Platform enables automation and analytics that improve customer experience and operational performance.

Key features of the Nexus Service Platform include:

  • Automated Workflow: Nexus is the only software to provide patent-pending workflow automation that codifies the best practices of your highest-performing techs and ensures compliance with standard operating procedures (SOPs).
  • Remote Support: Support.com is the leader in remote tech support technology, powering support programs for many of the country's leading brands and providing the data and tools needed to manage programs at scale.
  • Data and Analytics: Nexus' leading-edge data architecture brings Big Data to technology support, and includes built-in analytic capabilities, capturing business insights from rich data captured during service delivery.
  • Comprehensive Premium Support: Nexus Revenue enables custom-branded, turnkey premium technology support programs to drive recurring revenue streams, execute ecommerce transactions, and manage subscriptions.
  • End User Apps: drive a seamless subscriber experience with mobile, desktop and networking apps for end users.

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Posted December 10, 2014