MobileCare - Wireless Helpdesk

No matter where your business takes you, AGS will be there to help you stay connected.

When your organization depends on mobile communications to operate and conduct business, reliability and availability is critical. You expect reliable service from your carriers and you depend on quality service from your Mobility Lifecycle Management provider.

That's why AGS offers dual state-of-the-art call centers, 24x7 hour emergency support, and Tier-3 technical support… To ensure your call is always answered, and a resolution to your problem, always found.

MobileCare^SM Solutions

• Wireless Help Desk Support
• Executive White Glove Support
• Application and Product Support
• Foresight^TM - Service Management Portal

Wireless Help Desk Support
AGS is your single point of contact (SPOC) for all issues related to your wireless device and service. Our helpdesk is operated in-house by trained professionals who will stick by your side until your issue is fully resolved.

AGS' Technical Help Desk Support services include:

Ordering & Procurement:
Broken, lost or stolen device? No problem. Order a new device through our online ordering portal, Foresight^TM, or through our 1-800 toll free number

MACD Support:
Relocating and need to keep your same number but change providers? Need to disconnect a line? Whatever your requirements may be, AGS is here to ensure your Move, Add, Change and Disconnect (MACD) requests are completed smoothly and efficiently

Tier 1, 2, & 3 Support:
After the first level of support, most wireless help desks will pass you off to a carrier or manufacturer. AGS' help desk representatives support up to Tier-3 and will stay on the line with you until your problem is resolved-we aren't satisfied until you're satisfied.

Wireless Service and Device Support:
The fastest way to resolve your wireless issues, is knowing what to look for. AGS' representatives are experienced and trained in eliminating uncertainties and identifying the issues at hand with your wireless device.

24x7x365 Emergency Support:
You never know when you might find yourself without service or a working device. That’s why AGS offers 24x7x365 support to troubleshoot your problems and get you up and running as soon as possible.

Trouble-ticket Management:
AGS offers trouble-ticket reporting through our online portal, Foresight^TM, or through our 1-800 toll free number. We manage our trouble-tickets with stringent SLA’s to ensure your issues are resolved in a timely manner.

International & Domestic Support:
Whether you find yourself in another state or another country, AGS' representatives are there to help. AGS has strategic partnerships with international carriers across the globe and all major and local carriers within the U.S. No matter where you end up in the world, AGS will ensure you have wireless access.

Executive White Glove Support
Due to the mission critical nature of the work performed by certain organizations, custom-care solutions are required to ensure that mobility failure is not an option.

AGS' dedication to quality means we will go the extra mile to ensure our clients always have access to mobile tools of communication. When our client informed us that some of their personnel were being immediately deployed to Iraq, within 2 hours AGS ported the accounts, procured and tested the BlackBerry’s, configured the email settings, activated international voice and data plans, and met the agents at the airport, minutes before boarding their plane.

Application and Product Support
Wireless devices straight from the manufacturer aren’t always equipped with the capabilities required by your workforce. Additional software applications can enhance the productivity and efficiency of your mobile users.

AGS' partnerships, with some of the most innovative IT companies specializing in mobility, have helped AGS discover revolutionary products to help improve your business processes.

AGS' application and product support services include:

• Consulting/advice: regarding the use of various applications, software, and products.
• Provisioning of client applications: prior to delivery or through remote installation.
• End-user training: on the use of applications and/or products
• Help Desk Support: our representatives will provide troubleshooting support on the specific application or product your organization chooses to support.
• Administration/maintenance: health monitoring of mobile applications, license administration, security monitoring, compliance enforcement, configuration and software updates.

Foresight^TM - Service Management Portal
Asset Management—from procurement to disposal
Order, Track, and Manage all of your devices through AGS' online service management portal, Foresight^TM. Every time a new line of service is added or disconnected, a device upgraded or replaced, the transaction is logged and tracked in AGS' central database. As a manager you have access to view all transactions within your department, and as an end-user, you have access to check the status of your request.

Foresight^TM is integrated with our expense management portal, Clarity^TM and allows you to track and report from a centralized database. Reports include:

• Order Status
• Inventory (by device type, service type, department, user, etc.)
• MACD status
• Trouble-ticket status
• Device offerings
• SLA compliance