Ascend Communications has chosen Melbourne as the hub of its technical support infrastructure for the Asia-Pacific region.
The company has opened its new Technical Assistance Centre (TAC) to provide second- and third-level post sales technical support for its channel partners, corporate users, ISPs and carriers throughout the region, according to Tony Wise, Ascend's director for Asia-Pacific.
Ascend has so far invested $8 million in the facility according to Wise and expects to considerably improve lead times for resellers in addition providing technical resources for software engineering and IT environment simulation testing.
"It's much more than a telephone support centre," he said.
Wise admitted that with organisations demanding increasingly complex networking solutions, the level of expertise, especially amongst the company's tier two channel requires urgent attention.
"Knowledge amongst resellers is patchy," he said.
And in addressing this gap the centre will be focusing particularly on increasing reseller's understanding of managing and supporting IP and ATM networks.
Existing customers will have the option of using Ascend's free technical service or paying for its premium service offering, says Wise.
Melbourne was chosen from Sydney, Malaysia and Singapore for the site.
Ascend Technical Assistance centre
Phone: (03) 9656 7000.