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Avnet Service Brief: Call Center Services

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Avnet Embedded helps customers optimize scarce engineering resources by providing a variety of coverage models for Level I, II and III call center support. This support allows companies to devote …

Avnet Embedded helps customers optimize scarce engineering resources by providing a variety of coverage models for Level I, II and III call center support. This support allows companies to devote their engineering talent to higher value activities, such as intellectual property development and solution differentiation. At the same time, companies can be assured that their customers are receiving world-class support from fully-trained call center agents who are deeply familiar with the system or solution they are supporting.

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  • 1. SERVICE BRIEF Call Center Services Avnet Embedded helps customers optimize scarce engineering resources by providing a variety of coverage models for Level I, II and III call center support. This support allows companies to devote their engineering talent to higher value activities, such as intellectual property development and solution differentiation. At the same time, companies can be assured that their customers are receiving world-class support from fully-trained call center agents who are deeply familiar with the system or solution they are supporting. Benefits »» Reduce costs through single sourcing »» Utilize high-quality customer service and dispatch resources »» Leverage hardware- and software-agnostic triage and technical support »» Take advantage of numerous options for large scale project management and deployments as well as custom solutions CAPABILITIES »» 200 seat capacity »» Contingency back-up »» Detailed Automatic Call Distributor (ACD) reporting »» Avaya IP Office 500 with VoIP »» Integrated with SAP and Object Worlds »» System capability to support up to 500 agents with remote agent functionality »» Customer service »» Program management ----- On-site dispatch Parts logistics Repair depot support Reporting and web tools ABOUT AVNET EMBEDDED »» Gain IVR (Interactive Voice Response)-integrated SAP enterprise planning resources »» Deliver 24x7x365 operational support »» Set service-level agreement expectations and meet stated commitments to end customers Associated Services »» Integration »» Logistics »» Premise Services »» Asset Recovery For more information, visit www.em.avnet.com/embedded or contact your local Avnet Embedded or Rorke Global Solutions (RGS) sales representative. Avnet Embedded, a division of Avnet Electronics Marketing Americas (EMA), provides design support and supply chain services for OEMs, system integrators, independent software vendors and contract manufacturers looking to incorporate the latest embedded computing technologies into their application. Avnet Embedded carries a full portfolio of processing, storage, display, software and system level technologies from the world’s leading innovators. To further assist customers in the adoption of these technologies, Avnet Embedded deploys system engineers, technical business development managers and account managers with advanced technical training. These focused resources are further supported by the best-in-class design chain and supply chain tools and services offered by Avnet EMA. www.em.avnet.com/embedded EMBEDDED-SERVICES@avnet.com Copyright © 2013 Avnet, Inc. AVNET and the AV logo are registered trademarks of Avnet, Inc. LIT # AEM-SVB-CallCenter-1113

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