Merit Rolls Out New Support Center
Ann Arbor-based Merit Network Inc. has rolled out the latest version of its support technology -- the Merit Suppport Center.
Built upon the foundation of Merit's Network Operations Center, which dates back to 1987, and member relations support staff, the MSC will offer 24x7 assistance to members with network connection issues and questions related to services, including MeritMail, MeritVoice, Merit RADb, Merit Colocation, and others. In addition, the Merit Support Center will assist with new service inquiries and provide E-rate support.
"The Merit Support Center will be Merit's member advocate, providing a problem solving center as the communications hub for all Merit services," said to Don Welch, Merit Network president and CEO. "The Merit Support Center will be proactive in defining the support of each service with the focus on what Merit's members expect, need, and require. The Merit Support Center will be the power behind all Merit services. It will be what Merit Members love about Merit."
The Merit Support Center will be managed by Riva Milliken, who has previously served as a service associate and NOC analyst at Merit. Milliken has extensive engineering and managerial experience and has worked in support centers for Advanced Network and Services, UUNET and MCI WorldCom, Inc.
"Our goal is to provide a world-class service, consistently adapting and looking for ways to improve service center operations productivity and add value," Milliken said. "By combining the talents of the Merit services desk, network operations center and member support coordinators, this new center will realize increased efficiencies and effectiveness, enabling Merit to provide an extraordinary level of support and service to our membership. By supporting the entire member experience from pre- to post-sale, the Merit Support Center will be able to provide our membership with a comprehensive high value-add information resource as well as a key problem-solving engine."
As part of Merit's continued efforts to better serve its Members, Merit will keep its offices open between the holidays. Previously Merit had closed its offices between Christmas and New Year's while continuing to provide 24x7 support through the NOC.
Beginning this year, the Merit Support Center will offer 24x7 support, and Merit's office staff will assist with new service inquiries, provide renewal quotes, and perform other requests and duties to meet the needs of its members and others. Members may continue to contact their Member Support Team (www.merit.edu/members) for routine requests or the Merit Support Center for any service concerns or disruptions.
Merit Network Inc., a non-profit corporation owned and governed by Michigan's public universities, owns and operates America's longest-running regional research and education network. Merit was founded in 1966 to link the the mainframe computers of Michigan State University, the University of Michigan and Wayne State University -- a connection that was achieved in 1971. Since then, Merit Network has remained on the forefront of research and education networking expertise and services. Merit provides high-performance
networking solutions to public universities, colleges, K-12 organizations, libraries, state government, healthcare, and other non-profit organizations.
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