iYogi taps Verizon to connect 2000 techs to 100,000 customers

Stuart Corner
Thursday, 11 March 2010 16:03

IT Industry - Strategy

PC technical support services provider iYogi, has contracted Verizon Business to help it deliver its remote customer service to a rapidly growing customer base.

Verizon Business is providing an integrated IP networking and applications management and will also enable the deployment of unified communications systems in the future.

The Verizon Business IP voice and data network connects iYogi operations in Australia, Canada, the UK and the US with co-location of the company's core business application servers in Verizon Business' Los Angeles data centre.

iYogi provides PC, applications and peripherals support to SMEs and consumers, primarily using technicians based in India. Via a web portal users give iYogi technicians remote access to their PCs. It presently markets its services primarily in the US, Australia, Canada and the UK. The three year old company claims to have more than 100,000 SME and consumer customers.

iYogi claims that its global delivery platform uses an extensive knowledge base and advance tools for diagnostics, repair and maintenance.

The company advertises support for over 72 daily use software applications, any make or model of Windows, computer and wide range of peripherals including printers, scanners and multifunction devices.

Jatin Suri, head of technology, told iTWire that Mac support was on the roadmap. "It is definitely an area we are looking at…definitely sometime in the next 18 months." The company is also looking at support smartphone in a similar timeframe.

iYogi claims customer satisfaction rate of 95 percent and resolution rate of 86 percent, which it says "are amongst the highest published benchmarks in the industry." In Australia, an annual subscription costs $220.

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