OUR CUSTOMER SUPPORT TEAM IS DEDICATED TO UNDERSTANDING THE NEEDS OF EACH AND EVERY BANK CUSTOMER, WITH THE AIM OF SATISFYING THEIR REQUIREMENTS AS QUICKLY AND EFFECTIVELY AS POSSIBLE.

We are your issue managers highly trained in all Cognotec products and services, and tackle issues systematically thereby achieving a win-win situation for both the customer and Cognotec.

To this end, Cognotec has built and maintains a purpose built facility for our front line customer support staff - our Network Operations Centre (NOC), in Dublin and Singapore. Both sites provide the main point of contact for our global clients and regional operations teams. The NOC forms a command centre which manages all aspects of the AutoDeal and RealStream range of dealing services, including telecommunications, system monitoring, data centre and applications support. We proactively manage the service by utilising high technology tools to manage the infrastructure.

Our focus is on delivering overall high quality customer service, our customer support team is committed to:

• Increasing customer service, satisfaction and to reduce resolution time
  
• Predicting problems and instigating resolutions automatically
  
• Minimising the impact of outages on your organisation
  
• Creating an environment for exceptional customer service
• We consistently resolve more than 75% of all calls at the first level of our Support Centre, this is markedly in advance of the industry norm. For remaining issues, 2nd level support specialists are available on a 24 hour basis