Third Party Support - The Very Different Option. EckohID&V

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1 Third Party Support - The Very Different Option Find out more: Call: Click: tellmemore@eckoh.com

2 Third party support - the very different option Are you frustrated? Being pushed into going to the next version? Surprised by spiraling maintenance & support costs? Not getting the level of service/interest you once did? Having to consider a complete fork lift replacement the business cannot afford? Under pressure to spend money with no real benefit? Being told by the vendor, Upgrading is the only option? There is a real alternative from Eckoh Find out more: Call: Click: tellmemore@eckoh.com

3 Third party support - the very different option Understanding the Options If these challenges are ones you are facing, then it may seem that you are being pushed into a corner where upgrade or refresh are your only viable options. However third party support does provide a very different option. In general it s cheaper, and provides better service because many manufacturers can t compete with the economies of scale. Many manufacturers focus on the sale of new licenses or releases. They are making platforms end of life, removing support or asking for significant investment in new or refreshed hardware or software releases. Whilst manufacturers are focused on generating revenue to recoup their investment in the latest generation of technology, businesses are focused on maximising the return on investment in order to divert money to the explosion of new channels like social media. It makes sense to continue utilising your existing platform for as long as possible making changes when your business dictates, not when the manufacturer does. Support solutions for all kinds of infrastructure are one of the largest parts of the Eckoh business today. From managing legacy IVRs and contact centre technologies to complete outsourced managed services, support is at the heart of what we do. The New Value of Legacy Systems Because of the growing number of changes facing IT, legacy systems that are stable and well supported have become much more valuable over the last few years. With the impact of a range of new channels, and business trends such as big data, remote working, mobile payments etc., IT budgets need to stretch further simply to keep up with consumer led innovation. Innovation projects may consume a large amount of budget and this means that any stable system that requires little investment will have an increasing value that goes against traditional ideas on ROI. Extending the life of an operational platform or application will free up investment for moneysaving innovations such as chat for the call centre, graphical routing for smart phones, and a better agent desktop. For those with compliance issues, new legislation around voice recording and other channels will require investment as well. Research suggests that keeping a stable platform working for an extra couple of years is an IT strategy that many organisations are currently adopting. Find out more: Call: Click: tellmemore@eckoh.com

4 Third party support - the very different option Platforms PLATFORMS - Regardless of the manufacturer APPLICATIONS - Irrespective of who wrote them Eckoh is unique in being able to expertly provide support for all contact centre technologies with large speciality teams in: Desktop Recording Monitoring IVR Speech Applications CTI Dialers ACD PBX The Eckoh Roadmap Helping you build a roadmap for the future Providing insight and understanding of what innovation means - Help deliver market-winning differentiation Reducing the revenue and reputation risks to do Business As Usual - Keeping the lights on during periods of significant change Keeping legacy platforms and applications running until you decide it is time for transition Transition BAU Innovation Legacy We believe that reducing risk, saving time and cutting cost is how we help our customers increase the value of their customer relationships Find out more: Call: Click: tellmemore@eckoh.com

5 Third party support - the very different option The Eckoh Support Offer Eckoh Extended Support Eckoh provides high quality support that is more cost effective and far more responsive than the original manufacturer for when the solution is end of life or end of support. We can also provide support when you are happy to continue with the solution in its current state and have no need for upgrades or patches. Instant Support We provide a 24-hour Toll Free hotline to our engineers, 365 days a year, with immediate access to skilled Eckoh support staff Exceptional Care Every case is treated as top priority by Eckoh, until we have establishes how it is affecting your business. We will do everything we can to solve your problem even when it isn t clearly our problem! We take ownership, and get the job done! Immediate Remote Diagnosis of problems and dispatch of Onsite resources to fix those issues that require hands on! Quarterly Reviews Onsite allow YOU, YOUR Business and Eckoh the opportunity to work together to make sure current and future expectations are met! Extended ROI We will work with you to maximize existing infrastructure s full potential Proactive Maintenance and enhancements for continued optimization of systems and application performance ProEckoh Support Eckoh Support can flex up to a full managed services, with proactive monitoring and testing, full-time on-site resources, application support, regular reports, and advice on existing and new technologies, to suit you. Here are just some of the additional benefits: Optimize the Experience - Systems and Application tuning along with continuous performance evaluation and improvement Full Monthly Reports give real and vital nformation on how systems are performing + recommendations to increase performance, uptime, utilization... all leading to a better Customer Experience! Moves, Adds, Changes to your Environment, Applications and Systems O/S and Software Updates, patching, testing and deployment Eckoh FlexxView Monitoring & Alerting product allows proactive real time monitoring of systems under contract with Eckoh. Heartbeat Monitoring calls into your environment, just like a customer, multiple times per hour to ensure all systems are functioning end-to-end to deliver the best Customer Experience. Full Application Support if required, and Preferred Pricing and Scheduling for new Application / PSO projects. Find out more: Call: Click: tellmemore@eckoh.com

6 Third party support - the very different option See how Eckoh otherwith support See compare how Eckohwith compare otherproviders support providers. Feature Eckoh Support Availability Location First point of contact Engineer Service Level Alternatives 24 x 7 x Follow the Sun Support Static Manned phone answered by an engineer Paged outsourced or answered by non-technical call centre Trained employee with minimum of 7 years industry experience Outsourced Engineer Full Fix Best Efforts Simple Moves Adds Changes and Recordings 8am -5pm Installation and Upgrade Preventative Maintenance Twice per year Break/Fix only Back up of System Port Optimisation and Capacity Review Heartbeat Monitoring Application Support and Optimisation At Additional Cost Patch & Version Control PCI / Security Advice Quarterly Review Meeting with Performance Reports Response Time Max 30 minutes Unspecified and Uncommitted Engineer to Site Inside 4 hours Unspecified Online Intranet Access Ticket Info, Inventory, etc Fault Report / Response Status Primary / Sec Engineer allocated Spare Parts On Site Spares Held by engineer to select the right component Shipped to meet expected engineer needs For some if required At extra cost CTI Link Support IVR Connectivity Support IVR software only Web Services Support Database/Host Connectivity Support Find out more: Call: Click: tellmemore@eckoh.com

7 Third party support - the very different option PSSSupport Customer Support Eckoh Customer Resolution Process Resolution Process Toll Free Number or Secure Intranet Access Product Support Specialist gathers Customer contact data, level based on customer business impact. Product Support Specialist opens a case in case tracking system and determines available System reachable via modem or VPN? YES NO Product Support Specialist connect to system and starts to troubleshoot. YES resources, including Field Engineering. Issue Resolved? NO On site visit required? YES Manager who contacts the nearest Field Engineer. NO YES 2 hour mark - Support Specialist contacts Assigned FE contacts customer directly and arranges travel and access to site. Support Specialist (and Field Engineer and other resources as applicable) works the issue under Field Engineer arrives Issue resolved? NO Find out more: Call: Click: tellmemore@eckoh.com

8 Third party customer support - the very different option Improving interactions Severity Level Based Escalation Path Severity Level Based Escalation Path LEVEL 1 (most or all calls not being handled), calls being dropped. LEVEL 2 call handling capability (ex. 1 of 10 systems down) no customer handling impact. LEVEL 3 Minor impact to a product that restricts use of features log messages. Severity 1 4 hour mark: 8 hour mark: Severity Level Severity 3 Severity 2 7 day mark: CTO and CEO ongoing issue 12 hour mark: CEO Find out more: Call: Click: tellmemore@eckoh.com

9 Third party support - the very different option The Eckoh Difference We approach each arrangement with every customer with two things in mind: 1. Being easy to deal with: Making Support Easier with good communication Delivering on Promises Understanding the role of other technologies within the customer experience. Because Eckoh is one of the worlds largest independent support organizations we are able to ensure that all of the components work together rather than just a narrow focus on our own product. We focus on ensuring the service instead of just keeping the platform working and take responsibility for ensuring the outcome of any fault resolution across all related suppliers 2. Being Cost Effective Many IT professional feel that a lot of technology companies use their status as the manufacturer to ransom support and changes at a premium. As Eckoh work across many technologies from many manufacturers we are always looking to provide a more cost effective alternative. In addition to this it is not part of our corporate culture to sell software upgrades and patches as a solution to every problem Not only could you feel better about your support but typically cost savings are between 30-40%. Being Trusted We believe one of our most vital business drivers is the trust that customers place in us. Everybody from the CEO to the newest trainee in the business understands that trust is a valuable asset Personal Service We treat every customer as though they are the only customer rather than taking every customer through a standardized process. Each customer configuration is treated as unique reducing the time it takes to lodge queries to get support Supporting Your Roadmap Eckoh will work to your timescales and priorities. We don t base our business on product or license sales, and we won t try to sell you a new solution. We realise that nothing lasts for ever, and when the time comes for you to move away from your existing platform we won t make a fuss. We will stand by you while you need us, and wish you well when you move on Helping You Transition Eckoh has enormous experience of transition projects, and is always happy to advise customers. In fact, we ll even handle the decommissioning of your old equipment when the time comes, in a safe and compliant disposal process Find out more: Call: Click: tellmemore@eckoh.com

10 Third party support - the very different option What s the Solution Invest a ton of money and time? Take the risk of moving to a new platform? Eckoh third party support really is better for less and allows you to focus on the rest of your challenges in your contact centre environment. Let Eckoh Help you? You can migrate to new contact centre solutions when your business needs or chooses to - on your schedule not a technology vendor s! From the inception of Eckoh almost 14 years ago No One that has come to Eckoh for support has EVER gone back to the original provider. If you d like to understand third part support options better and why we have 99% customer retention rate why not have a chat. Find out more: Call: Click: tellmemore@eckoh.com

11 Third party support - the very different option Discover more Contact Eckoh today to find out how we can support your call centre technology. No organization is too big or too small to benefit from our expertise. Call: Call: tellmemoreus@eckoh.com tellmemore@eckoh.com Visit: Creative: Call: Click: tellmemore@eckoh.com 16_0265 Find out more: