{"id":16871,"date":"2016-03-10T15:43:15","date_gmt":"2016-03-10T20:43:15","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=16871"},"modified":"2016-03-10T15:43:15","modified_gmt":"2016-03-10T20:43:15","slug":"continuums-help-desk-hits-milestone-of-supporting-50000-users","status":"publish","type":"post","link":"http:\/\/www.enxmag.com\/twii\/news\/2016\/03\/continuums-help-desk-hits-milestone-of-supporting-50000-users\/","title":{"rendered":"Continuum\u2019s Help Desk Hits Milestone of Supporting 50,000 Users"},"content":{"rendered":"

MSPs Outsource IT Service and Support to Continuum\u2019s Help Desk to Free Up Skilled In-House Techs, Increase Customer Service to End Users and Increase Profitability<\/em><\/p>\n

CRANBERRY TOWNSHIP, PA \u2013 March 8, 2016 \u2013 Continuum\u00ae, the IT management platform company, announced that its white-labeled Help Desk, housed in Cranberry Township, Pennsylvania, now supports over 50,000 users for the small and medium sized business clients of the company\u2019s MSP partners. The U.S.-based contact center provides direct end-user support for a variety of desktop-related issues, delivering superior customer service and support without exhausting MSP partners\u2019 in-house techs, draining resources or money. Supported with more than 125 technicians, the Help Desk efficiently identifies and solves both simple and complex IT issues, 24x7x365.<\/p>\n

\u201cContinuum\u2019s Help Desk has been increasingly providing comprehensive, high-quality, around the clock support to our partners\u2019 end user customers without the high labor costs and uncertain staffing requirements that plague many traditional MSPs,\u201d said Jacque Rowden, Senior Director, Help Desk at Continuum. \u201cOur partners understand that they don\u2019t lose the personal relationship by outsourcing this function \u2013 their relationships only improve with their customers as their outreach is now proactive. Continuum techs are simply an extension of their business, and we are helping them to improve operations, increase profitability and grow their business.\u201d<\/p>\n

In 2015, Help Desk technicians answered more than 120,000 calls in an average of 48 seconds. Customer satisfaction scores are consistently above 4.6, on a scale of 1-5, with five being great. The Help Desk works in conjunction with the company\u2019s industry-leading 24x7x365 Network Operations Center (NOC) with more than 600 technicians. Help Desk technicians hold a number of certifications with Microsoft, Apple, Lexmark, HDI, CompTIA, ITIL, Six Sigma, Knowledge Centered Support (KCS), Right Answers and more. Continuum is HIPPA-compliant and the Help Desk offers a streamlined, HIPAA-compliant authentication model for security-related requests.<\/p>\n

Continuum\u2019s Help Desk Advisory Group (HDAG) provides feedback and input to help the company design and prioritize features and improvements that contribute to ease-of-use and success in supporting end user clients. The group meets for regularly scheduled conference calls and is scheduled to meet in person at Navigate 2016, the company\u2019s third annual user conference, taking place on Wednesday, September 28 \u2013 Friday, September 30, 2016 at the Seaport World Trade Center in Boston. The group is also meeting at Continuum\u2019s Pennsylvania office in May.<\/p>\n

For more information on Continuum\u2019s Help Desk, visit:
\nhttp:\/\/www.continuum.net\/solutions\/rmm-software\/it-help-desk.<\/p>\n

About Continuum
\nContinuum is the IT management platform company that allows its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for their small-and-medium-sized business clients. Continuum\u2019s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients\u2019 IT infrastructure from a single pane of glass, all backed by an industry\u2013leading Network Operations Center (NOC) and Help Desk. The company employs more than 1,200 professionals worldwide, monitors 1 million endpoints for its 5,800 partners including MSPs servicing more than 50,000 SMB customers and Web hosting provider partners supported by its R1Soft server backup product line. Continuum established the Continuum Veterans Foundation, a nonprofit organization providing financial support to charities focused on helping veterans find jobs in IT. For more information, visit http:\/\/www.continuum.net\/ or follow on LinkedIn and Twitter @FollowContinuum.<\/p>\n","protected":false},"excerpt":{"rendered":"

MSPs Outsource IT Service and Support to Continuum\u2019s Help Desk to Free Up Skilled In-House Techs, Increase Customer Service to End Users and Increase Profitability CRANBERRY TOWNSHIP, PA \u2013 March 8, 2016 \u2013 Continuum\u00ae, the IT management platform company, announced that its white-labeled Help Desk, housed in Cranberry Township, Pennsylvania, now supports over 50,000 users for the small and medium sized business clients of the company\u2019s MSP partners. The U.S.-based contact center provides direct end-user support for a variety of desktop-related issues, delivering superior customer service and support without exhausting MSP partners\u2019 in-house techs, draining resources or money. Supported with more than 125 technicians, the Help Desk efficiently identifies and solves both simple and complex IT issues, 24x7x365. \u201cContinuum\u2019s Help Desk has been increasingly providing comprehensive, high-quality, around the clock support to our partners\u2019 end user customers without the high labor costs and uncertain staffing requirements that plague many traditional MSPs,\u201d said Jacque Rowden, Senior Director, Help Desk at Continuum. \u201cOur partners understand that they don\u2019t lose the personal relationship by outsourcing this function \u2013 their relationships only improve with their customers as their outreach is now proactive. Continuum techs are simply an extension of their business, and we are helping them to improve operations, increase profitability and grow their business.\u201d In 2015, Help Desk technicians answered more than 120,000 calls in an average of 48 seconds. Customer satisfaction scores are consistently above 4.6, on a scale of 1-5, with five being great. The Help Desk works in conjunction with the company\u2019s industry-leading 24x7x365 Network Operations Center (NOC) with more than 600 technicians. Help Desk technicians hold a number of certifications with Microsoft, Apple, Lexmark, HDI, CompTIA, ITIL, Six Sigma, Knowledge Centered Support (KCS), Right Answers and more. Continuum is HIPPA-compliant and the Help Desk offers a streamlined, HIPAA-compliant authentication model for security-related requests. Continuum\u2019s Help Desk Advisory Group (HDAG) provides feedback and input to help the company design and prioritize features and improvements that contribute to ease-of-use and success in supporting end user clients. The group meets for regularly scheduled conference calls and is scheduled to meet in person at Navigate 2016, the company\u2019s third annual user conference, taking place on Wednesday, September 28 \u2013 Friday, September 30, 2016 at the Seaport World Trade Center in Boston. The group is also meeting at Continuum\u2019s Pennsylvania office in May. For more information on Continuum\u2019s Help Desk, visit: http:\/\/www.continuum.net\/solutions\/rmm-software\/it-help-desk. About Continuum Continuum is the IT management platform company that allows its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for their small-and-medium-sized business clients. Continuum\u2019s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients\u2019 IT infrastructure from a single pane of glass, all backed by an industry\u2013leading Network Operations Center (NOC) and Help Desk. The company employs more than 1,200 professionals worldwide, monitors 1 million endpoints for its 5,800 partners including MSPs servicing more than 50,000 SMB customers and Web hosting provider partners supported by its R1Soft server backup product line. Continuum established the Continuum Veterans Foundation, a nonprofit organization providing financial support to charities focused on helping veterans find jobs in IT. For more information, visit http:\/\/www.continuum.net\/ or follow on LinkedIn and Twitter @FollowContinuum.<\/p>\n","protected":false},"author":66,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[86],"tags":[1873],"_links":{"self":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/16871"}],"collection":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/66"}],"replies":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=16871"}],"version-history":[{"count":2,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/16871\/revisions"}],"predecessor-version":[{"id":16873,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/16871\/revisions\/16873"}],"wp:attachment":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=16871"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=16871"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=16871"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}