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telus.net Chooses Control-F1 eSupport SolutionCalgary, Alberta - October 18, 2000 – Control-F1 announced today that telus.net, the largest Internet Service Provider in Western Canada, and the second largest ISP nationally, has chosen to trial Control-F1‘s ‘live, assisted, web based’ eSupport solution. telus.net will offer eSupport as part of a host of new online support tools to be introduced next month.“telus.net is growing at a phenomenal rate, and it is essential to continue providing the best and most efficient customer support available,” said Roy Osing, TELUS executive vice-president and president, TELUS Advanced Communications. “Through Control-F1, telus.net again demonstrates its approach to embracing innovative, new technologies that help us stay ahead of the marketplace. This service and innovation sets us apart as we compete and grow across Canada”. “Control-F1 will empower telus.net with the ability to provide superior technical support at a lower cost,” said Veer Gidwaney, CEO of Control-F1. ”Our intent is to give help desks the ability to drive down costs while improving the customer support experience. telus.net is positioning itself to generate a competitive advantage based upon the quality of their technical support. In using Control-F1, their support team will have the power to leverage the Internet to solve problems faster and make customers happier”. “telus.net has more than 350 thousand customers ranging from novices to very sophisticated and experienced users” said Steven Banick, telus.net director of customer care. “eSupport is a very important component of our customer service and our goal of resolving problems quickly - first time, every time. Control-F1’s ‘live, assisted, web-based” eSupport solution will help us fulfill the telus.net promise to our customer to provide excellent help desk support.” Banick added that when he initially learned of the Control-F1 solution, he was intrigued by the “common sense” nature of the product set. Through the use of Control-F1’s remote control and background diagnostic features, the telus.net customer support representatives can take control and ‘drive’ their customers’ computers as well as automatically retrieve detailed information about the system, reducing the time to find and remedy the problem. The initial trial of the eSupport project will span four months, and cover both the Alberta and British Columbia helpdesks. These locations handle more than 100,000 customer calls per month. The Control-F1 eSupport solution will be used for both 1st tier and 2nd tier escalated calls. About Control-F1. Control-F1 ( http://www.control-F1.com ) is an eSupport company which designs, markets and hosts technical support delivery solutions for mission critical software vendors, technology value-added resellers, outsourced support providers and corporate help desks. Control-F1 empowers companies with the ability to provide 'live, assisted, web-based' technical support anytime, anywhere. With this technology, companies can deliver a superior service experience while decreasing the cost of support. Clients can use Control-F1’s flagship CF1Live web site to brand, host and rent an assisted eSupport Portal. About Telus.net TELUS is Canada’s second largest telecommunications company and provides a full range of advanced communication services and products connecting Canadians with the world. Telus.net ( http://www.telus.net ) is a leading provider of ISP services in the Canadian marketplace with more than 350,000 customers. TELUS Corporation (TSE:T.T.A) is one of Canada’s leading telecommunications companies providing a full range of communications products and services that connect Canadians to the world. The company reported $5.9 billion in revenues in 1999 and is the dominant service provider in Western Canada. TELUS also provides voice, data, Internet, advertising and wireless services to Central and Eastern Canada. With the purchase of QuebecTel and $6.6 billion offer to acquire national wireless service provider Clearnet Communications Inc. by the end of October, TELUS is rapidly strengthening its position as a leading national service provider. For more information about TELUS, visit http://www.telus.com Editorial Contact: Marsha Connor Control-F1 403 270 2409 marsha@control-F1.com top of page |
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