Introduction
Our engineering, support, project management and professional services teams will not only help you quickly achieve but also keep benefits from your chosen solutions.
Support and engineering
Customer support and engineering services are provided by our specialist teams based out of our service centre. Engineering teams install and maintain our systems on site at your convenience. Meanwhile, the customer support help desk fields all your support calls so that an appropriate specialist can deal with your software or hardware query. Using help desk systems we track every query and also facilitate vital communication in order to keep you informed of progress.
To guarantee that you get the ongoing service you require our Service Level Agreements (SLAs) are written to suit your individual business needs. They can be created for both critical and non-critical applications, up to 24 x 7 x 365, for when you require total peace of mind.
Account management
Our account management and consulting service teams have many years experience of managing and recommending change within contact centres and customer service environments. They will make sure that new and existing people, process and technology are aligned to meet your strategic and operational goals.
Project management
Whatever solution you choose our project management teams will make the introduction process as smooth as possible, guaranteeing we deliver to you on time and on budget.
Professional services
Our Professional Services team have real first-hand experience of running contact centres and appreciate that successful solutions combine technology, processes and people into an effective whole.
The right training is essential if your people are to use solutions effectively after implementation and beyond. Professional services will provide ongoing learning programmes to make sure that individuals within your organisation, at all levels from management to agents, are given the knowledge they need.
Training can also be based on skills frameworks and an easy to use learning management system that will help you identify what skills are required. This means that the movement of personnel will not adversely affect your organisation's ability to use solutions.
Uniquely, our professional services team can also support the change management process within your business. From managers to team leaders and agents we can identify the concerns that may adversely affect acceptance of your change initiative and provide inclusive communications to smooth its introduction and ensure success.
Ongoing customer relationships
We believe that a relationship does not end when you have bought something from us, it begins. We will work hard to keep you informed about the progress of your solution with updates and new feature reviews. We will also share information on best working practices to enable you to capitalise on new processes that could be of direct benefit. Our goal is simply to remain proactive in our relationships with you, distributing industry and product news so you get the best possible return from your solution investments.