The Global Association for Contact Center Best Practices & Networking

LOS ANGELES, January 17, 2011 — CyberDefender Corporation, a provider of Internet security software, utilities and remote technical support services that work together to maximize online safety for consumers, today announced the opening of a new 220-seat call center in its Los Angeles Headquarters to support the continued growth of LiveTech, its industry-leading remote technical support service. At full capacity, the center is expected to accommodate over 600 agents.

CyberDefender’s new call center also includes key technology upgrades designed to more effectively manage increased sales volume and improve customer interaction through more efficient call routing, advanced interactive voice response systems and other advanced customer-relationship management tools.

The Los Angeles call center serves as the hub of the company’s sales, technical support and customer service, and currently handles up to 40,000 calls per week. The Company expects the infrastructure enhancements and increased headcount to raise the center’s contact volume capacity in order to handle continued substantial growth of the LiveTech service, as well as new software product offerings launching later in 2011. In the third quarter of 2010, sales of CyberDefender’s LiveTech services grew 301% year-over-year.

"Customers view our remote technical support service as a comprehensive, single source solution to alleviate their PC frustrations, and our new state of the art call center will enable us to meet the growing demand for the LiveTech service," said SVP Call Center Operations, Jeff Gove. "As individual users incorporate new connected devices into their everyday lives, their technology and support needs become similar to those of small businesses and, like small businesses, they require professional technical support."

"Since going live with our upgraded technology platform aimed at improving customer satisfaction, renewals, and sales initiatives, we are receiving very positive customer feedback and have achieved a notable improvement in customer retention. The market for remote technical support solutions is growing rapidly. We are committed to advancing this segment of our business by helping consumers overcome their most difficult technological challenges."

With over 500 call center agents, CyberDefender is one of the largest companies in the direct to consumer remote technical support category.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.iewy.com

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