BEA Systems, the application infrastructure software company, has enhanced its customer support across the region to its clients with a dedicated call centre that enables clients to communicate round-the-clock with a Developer Relations Engineer (DRE). eSolutions BEA's Customer Support is driven by an innovative strategy that ensures an automatic link to the nearest support centre and region-specific time slots for accessing expert teams through dedicated local lines.

"The focus of eSolutions BEA's Customer Support is to surpass customer expectations through easy round-the-clock access to our competent developer relations engineering team, superior online capabilities and global infrastructure," said Diyaa Zebian, regional manager, Middle East & Egypt, for eSolutions BEA. "The support centres are staffed by technically trained and customer-focused professionals with the competency to provide detailed technical assistance, answer questions and manage resolution of technical issues along with real-time escalation if needed."

"BEA's Customer Support Call Centres are strategically placed around the world with specific time allocations for particular locations," said Zebian. "These call centres ensure that calls are forwarded to an expert even after-office hours when necessary. BEA provides its global customers with eBusiness deployment, a highly available and reliable mission-critical application with no room for downtime of operations. Customers are guaranteed of gaining access to a person who is prepared to handle their technical queries."

BEA Customer Support says its core strength is in the multiple choices it offers, including AskBEA, BEA eSupport, phone, email, fax and newsgroups. BEA eSupport, which is open to contract customers, provides fast, personalised support that helps diagnose issues and find archived answers quickly.