Pacnet has announced a series of strategic initiatives focussed on customer service excellence. Continued investments in training, refining key operational processes, deploying new customer-aligned tools, and the unveiling of an enhanced Customer Experience and Network Operations Center (CxNOC), are all designed to give Pacnet personnel the tools to provide enhanced service to customers.
“An innovative and ever-evolving product portfolio calls for equally advanced customer service capabilities. These fundamental enhancements of our customer support enable Pacnet to center our processes and tools around customer needs, driving customer-enabled innovations such as Pacnet Enabled Network while delivering the higher availability and priority restoration capabilities of initiatives like our 100G network upgrade,” said Andy Lumsden, Chief Technology Officer, Pacnet.
As a central component of Pacnet’s customer operations capabilities, the CxNOC is a world-class and purpose-built operations center that is able to deliver direct, instant customer service and rapid issue resolution, and troubleshooting. A dedicated team of over 180 highly skilled network and data center engineers provide 24 x 7, global, multilingual, cross-technology end-user support.
Operating from hubs in Singapore, Malaysia and Australia, CxNOC also features extended local teams in additional countries, enabling close proximity to Pacnet’s customers. This customer-focussed service infrastructure provides strong capabilities deep into the end-user domain to support the key aspects of provisioning – fault and change management of end-user services.
Other Pacnet service initiatives include the creation of a cross-functional Customer Advisory Forum. The Forum will provide Pacnet customers the opportunity to give regular feedback and suggestions on improvement directly to Pacnet executives.
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