Managed Services
The Integrated Contact Solutions team from eLoyalty places a premium on service, support, ongoing technical operations management and optimization of your implemented solution. We provide a wide range of services, from 24 x 7 proactive real-time intelligent monitoring to ongoing Operate-and-Run services where eLoyalty provides the technical depth and breadth for reliable and optimized solutions. Through our recognized Managed Services team, we provide services including:
- Cisco Systems, Nuance Communications and Calabrio Software product break/fix
- Comprehensive real-time proactive intelligent monitoring covering:
- Core applications software
- Advanced VoIP
- Customer experience
- Extended application services with:
- Call routing, script management, reporting development
- Client agent desktop applications
- Speech applications
- On-going speech tuning and usability studies
- Single point of contact where ICS Managed Services will manage all application and technical incidents eliminating vendor finger pointing and wasted time determining who owns the problem.
- "Operate-and-Run" Managed Services model, for clients who wish to out-task some or all of their applications, administration and systems support services and ongoing optimization of their solution implementation.
Our technology partners consistently rank eLoyalty as their premier support partner for enterprise contact center solutions in the United States. We attribute this to our unique Service First and consultative support approach; ability to support and operate some of the largest and most complex application and technology implementations; and to resolve incidents faster.
The bottom line benefit to you is high performing, stable and available contact center solutions. Proactive support and operations services ranging from monitoring to Operate and Run ensures maximum system uptime and optimal performance. Highly responsive service levels and our cost-effective support model further enhance operating efficiency.
eLoyalty ICS Managed Services improve IT staff utilization while significantly decreasing the cost to maintain and administer the call center architecture. Continuous monitoring assures early detection of system degradation before it becomes a problem for your business and impacts your customers.
