The concept of software as a service is not new nor is that of virtual remote IT support services, but what makes the Auxilion offering unique is that it provides a 24/7 service to clients around the globe with someone always available at the end of a telephone who can deal with a problem and speak in the language of the customer.
Auxilion is a subsidiary of Irish IT outsourcing and consultancy firm IT Alliance and was established in 2011 specifically to develop the new service. The idea was to combine the latest thinking and developments in cloud-computing technology with a virtual workforce to deliver business support operations and services more efficiently than traditional “on premise” approaches.
“Philip Maguire, the founder and chief executive of both IT Alliance and Auxilion, had been thinking about this for a long time but the broadband services and the cloud availability just wasn’t there,” says Auxilion senior marketing specialist John Paul O’Keeffe.
“We have bridged the gap in the market between pure software-based solutions, such as Service-Now or Salesforce, and traditional on premise support service providers.
“We provide the tools, the technology and the talent as one integrated service offering that can be consumed over the cloud and which is scalable from SMEs right up to large enterprises.”
The service began with the development of the technology platform. “We began in January 2011 by focussing our research effort on the design and development of a virtual IT support service,” O’Keefe recalls. “We believed that there was a sizable and scalable market opportunity to commercialise a new service delivery approach and transform how IT support services are currently delivered.”
This resulted in the development of the Auxilion virtual support engine based on the Microsoft Azure platform that powers the company’s virtual service desk and global support services. But that is just one element of the offering.