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Adapt provides its customers with world-class technical support for each Interactive Intelligence® software solution. Our team understands the unique nature of each client environment and uses this insight to ensure successful configurations and operation of the Interaction Center platform and environment. If problems arise, our support team will work quickly and efficiently to solve them.
Technical Support Business Hours
Adapt Technical Support is staffed to operate between 7:00 a.m. and 7:00 p.m. CST Monday through Friday, excluding holidays. Our innovative iTrack web-based ticket tracking system is available around the clock, seven days a week for management of tickets.
Emergency Technical Support
Emergency technical support is available 24 hours a day, 7 days a week and 365 days a year including all holidays. Emergency calls receive a response within one hour of the initial support request.
iTrack Ticket System
Adapt’s iTrack ticket tracking system is a fully-accessible web based system to provide you with 24×7 real-time updates on all the activity of your ticket. iTrack provides our clients better visibility and ease of management for issues. Tickets are still submitted via email or phone currently. What’s different for you is that iTrack provides informational views in emails you will receive pertinent to special status updates. Some might be alerts such as “Updates” or “Waiting for Customer” or “Waiting on Interactive Intelligence.” Additionally, Adapt notifies the specific client contact via email every time any ticket is updated. This is part of our effort to improve proactive communication with you about the issues we are currently seeking to resolve. We know you desire as much communication as possible about your issue and with iTrack we have improved visibility and communication greatly.
Toll Fraud Prevention Measures Toll fraud is the theft of long distance service. A common type of toll fraud involves employees who use company phones in an unauthorized manner to make personal long distance calls. Because IC is capable of performing many different telephone operations, IC administrators should know that under certain conditions employees could use IC features to commit toll fraud. This topic addresses ways that IC features could be used to commit toll fraud, and ways that IC could be configured to prevent such abuses. To continue reading about this topic, see Toll Fraud Prevention
Contacting Adapt Support
Reach Support staff at 630-468-7600 or by email