Inforonics Streamlines Support Processing for Leading Mobile Application Client

LITTLETON, Mass.--(BUSINESS WIRE)--Inforonics, LLC, a service warranty assurance provider, announced today the completion of one year of successful support initiatives for Vlingo Corporation. Inforonics has been providing Vlingo with 24/7 Tier 1 and 2 outsourced technical support for its mobile voice application customers, through its assistance, resolution and knowledge center.

“We are no stranger to the mobile device technology market”

Vlingo Corporation, creator of the world’s most popular mobile voice application, offers wireless carriers and application providers a voice interface for mobile phones. Users of Vlingo’s software have the ability to speak to their wireless phones to dial numbers, compose text and email messages, launch searches and successfully complete many other functions that traditionally require nimble thumbs.

Vlingo outsourced a portion of its customer support to Inforonics beginning in September of 2008. Since that time, the company has added Tier 2 support. One of the administrative challenges in implementing support for Vlingo was the need for a customized tool that would streamline the process of handling email support inquiries. Inforonics developed a way to deliver solutions for Vlingo end-user support inquiries through email. The custom built tool included varied responses that the mobile application provider’s agents can leverage to help solve customer issues in a timely and efficient manner.

Inforonics supports Vlingo’s customers by providing the appropriate instructions needed to solve the problem at hand, significantly lowering the escalation rate back to Vlingo. This has enabled Vlingo employees to spend more time on innovating the voice recognition application and less time solving redundant issues.

Inforonics is able to provide seamless service for Vlingo through its thorough intake and reporting of customer issues. On more than one occasion, Inforonics technical support representatives were able to spot trends in customer issue reporting, allowing Vlingo to proactively manage glitches before its end-users were greatly affected.

“We are committed to giving our customers leading technical support,” says Charlie Rutledge, Vice President of Operations and Customer Services. “With Inforonics proactively supporting our customers and providing innovative solutions for our support needs, we can focus on being pioneers in the mobile device voice recognition market.”

“We are no stranger to the mobile device technology market,” says Bruce Mills, President at Inforonics. “Our technical support engineers are thrilled to work as a team with Vlingo’s in-house support and application development professionals. Our ability to create solutions to streamline processes resulting in increased customer satisfaction, decreased escalation requirements and increased focus of our clients’ resources is what sets us apart from other service providers.”

About Inforonics

Inforonics helps its clients succeed with solutions to their business and technology challenges. As a service warranty assurance partner, Inforonics designs and delivers solutions that measure and improve the performance, capacity, security and availability of the services delivered by its clients. Inforonics’ suite of offerings blends technology (on-site or on-demand), expertise, (training, staffing, consulting, technical support, IT operations center, vendor selection and management) and proven processes (ITIL, MOF, CoBIT, ISO, CMM) that protect and preserve the business value of IT services. Based in MA, Inforonics has been a privately-held company for over 45 years. For more information, visit www.inforonics.com.

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