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Customer Support

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Customer Support

From application development to installation and ongoing service, Black Box Video Services is second to none – worldwide. 


Help Desk Service

Black Box Video Services Help Desk is staffed exclusively by Tier 2 and Tier 3 personnel.  The goal is that the person who answers the phone has the training and capability to instantly deliver the support you need.  We also make sure our Help Desk group is trained on the products that you purchased.  We do much more than the minimum training that might be required by a manufacturer. 
 
We have various support packages and can provide 24-hour remote support to our customers globally. 

Our Help Desk is constantly monitored by management who play an active role in our service delivery. We provide surveys that are reviewed weekly to make sure our service is at the highest level. We stock many of our own spare parts, which have bar codes and can be instantly accessed through our warehouse. We use the statistics that our Help Desk software provides to make certain that we deliver quality to our customers. We continue to invest in people and tools for our Help Desk so we are providing the most advanced, timely service available.


Managed Video Services

The Black Box Managed Video Services program includes a suite of services, customized to the individual needs of our customers. At the core of the Managed Video Services program is complete access to the Help Desk services and access to vendor support.

Optionally bundled services available within our Managed Video Services program are:
• Staffing – Black Box provides on-site (or remote) staffing services to completely operate a video solution. This can include Concierge services, where Black Box team members assist with end user support required to create a positive telepresence video and a/v experience.
• Monitoring – Black Box can optionally monitor a customer’s Video and LAN environments to quickly address any outage or degradation of service.
• Hosting – Black Box can host components of a customer’s Video solution in our data centers such as firewall traversal products, multipoint video conferencing units, servers, and other hardware.

Benefits include:
• Predictable (fixed), lower annual costs for operating a video solution
• Increased uptime expectation, with expertly trained individuals monitoring & operating the environment
• Improved end user experiences
• Security & stability of the video solution is maintained as updates & upgrades are released by the manufacturers


Installation and On-Site Services

Black Box Video Services’ Project Management Team handles millions of dollars worth of orders with the installation of simple to complex systems in almost every country. We follow established project management processes while using proven software solutions to ensure a smooth install. Black Box Video Services' project managers have extensive experience in managing the largest videoconferencing implementations in the industry. We have a disciplined and proven process that ensures project success. We welcome the opportunity to manage your implementations. 


Project Management

Black Box Video Services project manages every order.  Our project managers have managed millions of dollars worth of orders and have managed the installation of simple and complex systems in almost every country.  We follow established project management processes while using proven software solutions.  Project managers at Black Box Video Services have extensive experience in managing the largest videoconferencing implementations in the industry.  We have a disciplined process that ensures a project's success.  We have installed projects with  hundreds of sites in very compressed timeframe. We welcome the opportunity to project manage your implementations. 


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Partners

The Black Box portfolio includes these leading partners

  • Avaya Authorized Distributor
  • Cisco
  • CommScope
  • NEC
  • ShoreTel
  • Unify

Support

Delivering superior technical support is our highest priority. Depending on the products or services we provide for you, please visit your appropriate support area.


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