9. Dispatch (Covad & ILEC)Earthlink<br />Since 1994, Client has been providing Internet access and communication services to 1.94 million customers and has built a reputation for award-winning customer support. They are a nationwide ISP, headquartered in Atlanta, Georgia, USA. Client provides a variety of Internet connection types, including dial-up, DSL, satellite, and cable. Both dial-up and high speed Internet access are available nationwide. In addition to Internet access, they offer Web hosting and e-commerce services for individuals and small and medium-sized businesses. Client also offers different types of Voice over Internet Protocol (VoIP) phone services.<br />HGS team provides end-to-end Technical Support, Installation Support to consumer and business class customers. The lines of support provided to the customers are Inbound, Outbound, Back office and Chat Support. Functions handled include: DSL Installation and Technical Support, LPV Front and Back Office, Business Technical Support and NEN Installation, Customer service and Technical Support. Customer are provided with efficient troubleshooting on internet connection issue types like no connectivity, sync no surf and slow speed. We also handle technical support calls regarding modems, routers and computers for various operating systems.<br />HGSL Earthlink relationship started in July 2007 with 22 associates and today is about 97 agents strong.<br />
![Dear Anand,<br />Please find below the write up of Covad and Earthlink processes.<br />Covad Communications<br />Covad is a leading national provider of integrated voice and data communications, combining broadband solutions with mission-critical service and support to create a superior customer experience. Covad is in the business of broadband since 1996. As the first company to commercially deploy DSL in the United States, our heritage is broadband innovation. They provide a wide range of access and hub aggregation services, including Ethernet, T1, and DSL. Covad manages a robust, next-generation IP/MPLS network that efficiently delivers integrated voice, video, and data solutions. Covad broadband services are currently available in 45 states and 240 major metropolitan areas, and can be purchased by approximately 11 million businesses, representing over 60 percent of all U.S. businesses.<br />HGSL Covad relationship started in August 2003. HGSL- Covad started operations with 32 associates and 1 department. Today the total strength of HGSL Covad is about 400 Agents and 15 departments/queues.<br />Services Provided:<br />The processes are divided into 2 major groups - Provisioning and Repair<br />Provisioning – Group that handles calls related to processing of DSL orders. This group also includes queues that process DSL orders without taking calls.<br />Types of issues handled during and prior to installation:<br />,[object Object]](https://image.slidesharecdn.com/covadandelnkcasestudy-1311608276632-phpapp01-110725104048-phpapp01/85/telco-case-study-1-320.jpg)
