Operate and Run
Situation:
- Many organizations lack the number of skilled technical resources needed to manage the enabling technologies and applications comprising high return and strategic contact center solutions. Often, these solutions utilize new and advanced technologies and applications such as VoIP-based telephony, converged voice and data networks, advanced carrier networks, natural speech recognition, integrated agent desktops, outbound dialers, and many others. These solutions are executed across tens to hundreds of sites including both campus phone networks and sophisticated contact centers. However, problems may occur such as:
- Increased instability and poor performance of the solution
- Inability to stay in front of issues
- High technical staff turnover
- Staff knowledge and capability is not commensurate to the challenges of the advanced technologies and applications
- Lengthy time to introduce change as well as sort out problems related to the change made
- Inefficient and wasted time spent between providers, vendors, and internal groups sorting out issues
- Lack of value being received from the current support provider
Solution:
- eLoyalty ICS Operate and Run provides complete managed service for daily operations management, platform administration, change management and control, comprehensive monitoring, move-add-change, ongoing solution optimization and break-fix support for implemented solutions. This form of out-tasking services, that are not core to the business enterprise, require deep multi-platform expertise, years of experience, and expensive resources that are difficult for customers to attract and retain. ICS Operate and Run enables:
- Increased solution stability allowing expansion and optimization
- Cost effectiveness and efficiency
- Reduced time and increased quality of changes through industry-proven change management methods
- Improved responsiveness to change and incident resolution
- Always available and highly qualified personnel
- Elimination of staff retention issues and costs
- Focused IT energy on enabling the business customer
