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)
