NEC partnered with Aureon Contact Center, seeking reliable and responsive consumer technical support for its broad array of products. Aureon quickly assimilated themselves and soon functioned as an extension of the NEC business, taking ownership of three customer service levels while cross-training its agents to work proficiently within each one.
Aureon agents receive the same training as NEC technicians. Combined with a multi-tier escalation approach, problems rarely have to be escalated to NEC. Aureon’s trained representatives also have access to all of the NEC products, so they can answer any customer questions and walk through solutions in real time.
Whether it is through phone, live online chat or emails, Aureon’s support, which runs the gamut from troubleshooting to billing, has enabled NEC to ensure they are providing the highest level of support possible while being able to focus on the big picture.