Attalus Customer FAQs

EDCi is excited to welcome the Attalus Genesys customers to our family! We realize that it can be difficult to begin working with a new partner and we intend to make your transition as smooth as possible. Below are some frequently asked questions that will help guide you as you get used to working with EDCi. Please check this page often, we will be adding more Attalus customer FAQs as they come up. If you have a question that is not answered here, please feel free to reach out to us at any time, we’re happy to help!

Do I have a new Account Manager?

Yes, EDCi will provide you with a new Account Manager. However,  to make the transition as smooth as possible, the sales and support staff from Attalus will continue to be involved so we have the history on your account and a full understanding of your organization. 

In the end what does this mean for me as a customer?

You will get a new Account Manager. Peter Walker and Jim Reitz will be engaged in your account and the former Attalus engineers will be working on your projects. In addition, you will have access to EDCi’s Genesys engineers and will  benefit from EDCi’s full product and service portfolio. You will also enjoy additional functionality in the EDCi support portal. We hope you see this as a step forward! 

I don’t know EDCi, where is the business based out of?

Headquartered in Appleton, Wisconsin, EDCi will be celebrating 40 years in business next year! We employ staff throughout the Midwest, including members of our Customer CareData Center, Application Delivery (Citrix) and Security teams. 

Learn more about EDCi and our history.

What if I have an after-hours or weekend issue?

No worries, we’re here for you!  EDCi’s support services are available 24 x 7.  Please call EDCi’s support line at 920-882-1961 or toll-free at 1-800-332-3553 and you will be connected with an engineer who can help solve your issue.  

Who should I contact if I have any additional questions?

Contact Jake Beyer, EDCi’s Director or Customer Care, at 920-882-1959 or jbeyer@edci.com. 

Who should I contact for help in support?

For typical support requests, contact support@edci.com during regular business hours, or for 24-hour emergency service call 920-882-1961 or toll-free 1-800-332-3553. We are delighted that the Attalus Genesys engineering team will be joining EDCi as full-time employees, and will be your primary support engineers in the immediate future.  

I am currently an EDCi customer, will anything change?

For the most part, nothing will change; all existing EDCi products and services will continue to be offered. However, EDCi will be evaluating solutions from Attalus to add to the existing EDCi product and service portfolio. 

I am currently an Attalus customer with an I3/Genesys Enterprise Business Phone System or Contact Center, will anything change?

Your points of contact will change effective Tuesday, May 1st, 2018. As far as process changes, we will review these on an introductory call as early as possible.  We hope you will be excited to learn more! 

What if I currently have a project or ticket opened?

We have transitioned all projects and service tickets over to EDCi. They will be handled as “business as usual” and you should not expect to see a difference through the completion of your project. 

I am currently an Attalus customer with SIP trunks or Internet Bandwidth that I have contracted Attalus for.  Do I contact Attalus or EDCi with support issues?

Continue to work with the individual vendors contracted and escalate to Attalus on these issues as necessary.  

I am a Data Center, Application Delivery (Citrix) or Security customer, does anything change for me?

No, nothing changes for you, this transition is taking place specifically in EDCi’s customer care practice.  

I am currently an Attalus customer with and ESI or Allworx phone system.   Do I contact Attalus or EDCi with support issues?

Continue to work with Attalus Communications as usual on all of you ESI and Allworx phone systems.

When do these changes take effect?

These changes are effective on Tuesday, May 1st, 2018.  

Read EDCi’s news release about the acquisition.