SOFTEL provides 24/7/365 Help Desk, Day 2 Support and Network Operations Centers (NOC), including real-time monitoring for Quality Assurance across voice and data converged networks.

What are Managed Services for Contact Center Solutions?

Whether a contact center platform is operating locally, in the Cloud, or as a hybrid of both, Managed Services oversees stability, operations, incident management, and day-to-day support for moves and changes – and a whole lot more. 

The provision of contact center managed services allows a consumer or enterprise to concentrate on their own business, removing the need for them to maintain the operational stability of their infrastructure and architecture. 

Managed services are driven by results – through Service Levels or Key Performance Indicators – or through a series of measures and statistics defined by a business, to ensure they are operating optimally, at all times.

How can we help you?

SOFTEL’s Managed Service team provides multiple functions across your contact center business operations. Through a complete and thorough (Walk-in and Take Over, or WITO) process, we manage your Service Workflow end-to-end.

Our Managed Services include:

Assessment: A full assessment of assets, technologies and components

Helpdesk: Email and Direct Dial helpdesk support for end-users

Day 2 Support: Break-Fix, Triage, Prioritization and Management

Tier II Support: MACD, Change Management and Operations

Tier III/IV Support Escalation: Vendor and Supplier Management

Incident Management: Trouble Ticket Escalation and Management

Network Quality Monitoring: Converged Network (Voice and Data)