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TCS Managed Services for Contact Center and Unified Communications

Offering

TCS Managed Services for Contact Center and Unified Communications

 

Challenge

High operational costs and poor organizational productivity are forcing companies to streamline their contact center and unified communication support and maintenance operations. Several organizations rely on multiple vendors to manage their contact center and unified communication (CC & UC) systems, requiring greater integration effort and higher costs. Further, limited in-house capabilities and manual processes lead to higher resolution time in case of technical glitches. 

TCS Solution

, with high quality, 24x7 support for the entire technology stack. Our service offering is ITIL V3 compliant, and focuses on automation and self-service tools for robust monitoring and incident management. Features included are:

  • Helpdesk management: Recording and categorizing service requests into L1, L2, and L3 tiers. Ensuring end-to-end ownership of routine monitoring and simple troubleshooting, root cause analysis, and OEM-related intervention
  • Patching and antivirus software upgrades: Ensuring communication servers are updated and secure
  • Reporting and governance: Generating reports for business operations teams and conducting IT governance meetings with top management
  • SLA management: Executing SLA agreements with strict turnaround time

Benefits

  • Reduce operational costs: Lower maintenance costs with streamlined operations
  • Minimize resolution time: Shorten turnaround time with SME involvement and better OEM collaboration  
  • Higher system reliability: Reduce unprecedented downtime for 99.9% availability  
  • Boost workforce productivity: Automate processes and enable self service capabilities

 

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