PerceptIS
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| Type | Private |
|---|---|
| Industry | Help Desk |
| Founded | 2004 |
| Headquarters | Cleveland, OH |
| Products | IT, Help Desk, General Support Services |
| Employees | 200 (2011) |
| Website | http://www.perceptis.com |
Perceptis is the only independent strategic support solution for students, factuly[clarification needed], staff, parents and alumni in the education market.[citation needed] The company's services eliminate the friction people experience in using the systems and processes offered by colleges and universities.[citation needed]
The company not only provides advanced help desk, call center and customer support services for information technology, financial aid, human resources, recruitment, admissions, enrollment, retention, switchboard and facilities management to educational institutions but also provide rich data metrics and a collaborative and transparent business model that drives identification of root causes of friction. Perceptis, founded by CEO Bill Bradfield, is privately held and is headquartered in Greenville, SC with operations centers in Cleveland, OH and Phoenix, AZ.
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[edit] History
Perceptis was founded in Cleveland in 2004 to provide IT support and help desk services to higher education institutions. In discussions with university CIOs, particularly Lev Gonick of Case Western Reserve University (Case), CIOs were searching for new ways to deliver IT/help desk support. Current methods involved offering it as part of the institution’s own service offering, although many CIOs were realizing that was not part of their core competencies. Other service delivery methods involved outsourcing these services to overseas IT help desk providers. At Case, according to Gonick, the goal was to create a call center that would be capable of providing call center/help desk services competitive with any third-party organization. Gonick described the business idea on his Blog Bytes From Lev. In it he said:
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"Our goal from the outset was to create an organization with core competencies in this customer-facing arena and turn a context-services into a core services of a for-profit organization to service the broad education sector. We also wanted to leverage the growing availability of unified messaging services and encouraged the new company to become the Jet Blue of call center technologies offering home-based, multi-lingual services homing, wherever possible back to Cleveland. We also wanted to encourage the development of a call center technology platform which would enable real time customer relationship management starting with proactive knowledge through our online directory services of the customer as they called, IM’d, or submitted on-line request for services."
[edit] Perceptis Status/Industry Coverage
Perceptis served more than 1.5 million customers at the end of 2010. The organization maintains three call centers, one in Cleveland, Ohio, one in Phoenix, Arizona and one in Greenville, South Carolina.
Perceptis IT help desk services include support for a range of common technology platforms used in higher education:
- Learning Management Systems:
- Blackboard Academic Suite and Blackboard Vista
- ANGEL Learning
- Sakai CLE
- Moodle
- SunGard Banner
- PeopleSoft Enterprise Campus Solutions
- Major Operating Systems
- Desktop and Web-Based Email
- Web Browsers
- Microsoft Office
- Common Desktop Applications
Perceptis has been featured in a variety of business magazines and blogs in its industry and in the general business community in Cleveland including: Inside Business, Crain's Cleveland Business, Cleveland Magazine, www.greatlakesgeek.com, Campus Technology.
Perceptis is allied with a variety of industry organizations including the League of Innovation and as sponsors of the Campus Computing Project. Perceptis is also an exhibitor at the industry trade show Educause and ACCRAO.
Perceptis maintains a financial business relationship with Frontier Capital, (Frontier provides growth funding for the business) and the City of Cleveland’s Economic Development organization.
[edit] Selected Clients
- Athens State University
- Colorado Community College System
- Lesley University
- Maricopa Community Colleges
- New York Law School
- Old Dominion University
- Pennsylvania State System of Higher Education
- Pima Community College
- UMassOnline
- University of Virginia
[edit] Officers
Bill Bradfield, Chief Executive Officer
Hank Bowman, Chief Sales and Marketing Officer
Mark Pfiler, Executive VP of Operations
Russ Seiter, Executive VP Client Services
Ed Tola, VP of Business Development
[edit] Software Tools
- BMC Remedy Action Request System
- Interactive Intelligence Customer Interaction Center
- Openfire
- KBPublisher [1]
[edit] Copyrighted Marks
- SmartiPantz
- AnalysIS
- iHelp
- ServIS Star
[edit] External links
- Company website
- Educause
- AACC (American Association of Community Colleges)
- NCCTE (National Center for Continuing and Technical Education)
- NACUBO (National Association of College and University Business Officers)
- ACE (American Council on Education)
