Peacey Systems has been the North American ANTlabs distributor since the mid-2000s, delivering outsourced IT support services for tech-reliant companies, plus network operations center (NOC) monitoring. We provide complete IT managed staffing services, including all AI and cloud infrastructure, through onshore and offshore teams in the following roles:
Help Desk, Support and NOC
- Tier 1 Through Tier 4 Technical Support and Help Desk Analysts
- Data, Video and Voice/Telephony Support Specialists
- IT Support Specialists and Systems Administrators
- NOC Monitoring Technicians and Proactive Monitoring Teams
- On-Call and After-Hours Escalation Engineers
- Building Systems Help Desk Technicians
Network and Infrastructure
- Tier 3 and Tier 4 Network Engineers (Cloud-Managed Networking, IoT, Python/API Automation)
- Expert NOC Network Engineers (LAN/WAN, Directory and Cloud Productivity Platforms)
- PBX and Unified Communications Support Engineers
- Hospitality Network Support Technicians and Network Support Leads
Cloud, AI and Analytics
- AI-Assisted Development Engineers
- Business Intelligence and Reporting Engineers
- Cloud-Managed Network Engineers
- Custom Reporting and API Developers
AI-Powered Contact Center and Support Capabilities
Our managed contact center and support teams deliver the following AI capabilities:- Agentic self-service: AI agents that resolve requests end to end across voice, chat, SMS and web, then hand off to a live agent with full context.
- Natural AI voices: human-like speech with natural turn-taking and mid-conversation language switching.
- Conversational IVR and chatbots: natural-language voice and chat menus that understand intent instead of keypad options.
- Real-time agent assist: live issue detection with recommended responses and actions drawn from the knowledge base.
- Guided resolution: context-aware, step-by-step guides surfaced to agents during each interaction.
- Automated contact summaries: structured summaries of voice, chat and email interactions generated within seconds of completion.
- Case summarization: automatic rollups of related contacts, case fields and comments for faster handoffs.
- Sentiment analysis: real-time and post-contact sentiment scoring across voice and chat.
- Live supervisor alerts: real-time notifications on sentiment, compliance and performance triggers.
- Automated contact categorization: tagging by keyword, phrase or natural-language rule for compliance and trend tracking.
- Theme detection: machine-learning clustering of contacts to surface emerging issues and contact drivers.
- Conversation highlights and transcript search: automatic extraction of issues, outcomes and action items, with full-text search.
- Automated quality evaluations: AI scoring of every interaction against evaluation criteria, with supporting justification.
- Sensitive data redaction: automatic masking of personal data in recordings, transcripts and emails.
- Demand forecasting: machine-learning forecasts of contact volume from intraday to monthly horizons.
- Intelligent scheduling and capacity planning: demand-aligned schedules, real-time adjustments and what-if staffing analysis.
- Intelligent routing: contacts matched to the best agent by skills, availability, sentiment and history.
- Unified customer profiles: a real-time customer view with AI-driven next-best-action and personalized recommendations.
- Predictive outbound dialing: paced campaigns with machine-learning answering-machine detection.
- Real-time translation: bidirectional chat translation that lets agents serve customers in their preferred language.
Field Services and Dispatch
- Field Dispatchers (IoT and Wi-Fi Services)
- Dispatch Specialists and Dispatch Leads
- Installation Managers and Installation Teams
- Parts and Quotes Specialists
- Nationwide Field Technician Dispatch
Project, Quality and Management
- Account, Operations, Project and Product Managers
- Dedicated IoT Managers
- Supervisors and Team Leaders
- Quality Assurance Specialists, Trainers and Case Managers
- Reporting Specialists and Process Improvement Teams