Continuum Enhances Its Service Desk With Live 24 x 7 Coverage And CRM Integration

WOBURN, MA – Continuum, a leading provider of remote monitoring and management (RMM) and business continuity solutions, announced today the expansion of its Service Desk offering to include live 24 x 7 end-user support and CRM Integration. The addition of round-the-clock coverage and complete caller information are the latest in a series of ongoing enhancements that reflect Continuum’s commitment to invest in sophisticated tools, skilled professionals and systems, resulting in a world-class and personalized caller experience both day and night for our partners’ clients – all at a low, fixed monthly cost.

In addition, to further the company’s cause of helping veterans find jobs (see “Introducing Continuum Veterans Foundation” press release), Continuum is directing a portion of its Service Desk revenue to the Continuum Veterans Foundation, which will provide financial support to non-profit organizations focused on helping veterans find employment. Continuum Managed Services is the primary donor to Continuum Veterans Foundation. The company will direct eight percent (8%) of all new revenue from its Service Desk offerings to the Foundation beginning today. Senators John McCain, John Kerry and Scott Brown have recognized and commended Continuum’s commitment to this important cause in an introductory video on the Foundation’s website: www.hire-our-heroes.org.

Continuum’s expanded Service Desk offering includes a number of high-touch services that address increasing demand from the MSP community to provide their clients with a continuous, unified Service Desk experience. The key to a consistently positive caller experience is Continuum’s ability to deliver comprehensive end-user system information to the company’s

U.S.-based senior technicians who are skilled in both Level 1 and Level 2 support. This capability directly results in deeper, more informed technician insight that leads to faster and effective problem resolution for the end user. In addition, MSPs can choose a white-label service option where Continuum technicians function as representatives of the MSP partner or their clients on service calls. For more complex Level 3 service issues, Continuum Service Desk is seamlessly integrated with the company’s RMM platform and industry-leading Network Operations Center (NOC).  This NOC is staffed by more than 450 certified technicians, who are on call 24 hours a day, 7 days a week to remediate server or desktop service issues. To ensure a high-quality service experience for the end user, Continuum technicians coordinate all pending Level 3 issues with the NOC and maintain their assigned ticket as the primary point of contact until the issue is resolved to the end user’s satisfaction.

"Continuum’s Service Desk combines the technical expertise and customer service, responsiveness that is essential to ensuring that inbound help desk calls are handled efficiently and in a professional manner," said Denis Wilson, president, DWP Information Architects. "Their expanded Service Desk offering gives us the personalization and live 24 x 7 coverage needed to deliver enhanced services to our customer going forward."

“We surveyed many MSPs and uncovered a pent-up demand for outsourced help desk services from hundreds of survey respondents, but only if the service could combine the best of all worlds in terms of round-the-clock coverage, white label personalization, and ability to resolve the most complex Level 3 issues efficiently. All this must occur while ensuring the highest quality end-user experience and customer satisfaction,” said Michael George, CEO, Continuum. “Our partners pay a low monthly fixed fee that is a fraction of what it would cost them to build and staff their own help desks. We are able to do this because of our investment in technologies and the economies of scale derived from spreading our costs across tens of thousands of end users.”