The Equinox Support team's mission is to meet and exceed expectations by providing the highest level of service and respect to customers and coworkers alike. I believe this approach is the primary reason we have intensely loyal customers, many of whom have been with us for over a decade (or more!). As VP of Support, I'm heavily involved in all aspects of the customer service experience. I understand the importance of team work, proactive communications, and adding value to every interaction. That's exactly why I recently surveyed 500 TeleLink customers — your input is extremely helpful and ensures that continued product improvements best meet your needs and maximally benefit you.
Many thanks to every single person who took a few minutes to complete the survey. Its purpose was for Equinox to understand your reporting requirements and how to most efficiently assist with those requests. Once the survey closed, I worked with my team to review every response, suggestion, and question. We compiled the results, divided them into categories, and got busy turning those questions and comments into new features.
The vast majority of responses centered on network and subscriber activity. Many addressed trunk activity and busy hour metrics. Three improvements are already underway as a direct result:
- A new "Traffic to..." report template for TeleLink 7
- A 'Common Fields' option that streamlines ad hoc report creation from 500+ available fields
- Expanded User Tables in the latest TeleLink 7 release
Survey comments also suggested webinar topics that are now being planned. Recorded trainings from earlier sessions are accessible via the login portal.
Your responses clearly indicate the importance and relevance of the FCC RCC reporting requirement. TeleLink offers an optional module for this compliance reporting, and we continue to monitor regulatory changes to keep pace with new requirements.
TeleLink exists to meet your needs. YOUR ideas spark system changes and additions — both major releases and minor updates. The Equinox Support team welcomes all inquiries, and no question is too big or too small. We are here to help.
About the Author — Joe Herron is Vice President of Support at Equinox Information Systems. To learn more about Equinox, visit equinoxis.com or call (615) 612-1200.