Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
Third party Avaya support
How to find support you can rely on – that is loyal, alert and responsive
EckohID&VThird party Avaya support
Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
Many organizations have stuck with trusted, older communications systems, including Avaya and Nortel infrastructure, to stay competitive in the marketplace and maintain high levels of business performance.
Given how important the role of these systems is, having world class services and support to keep them operating is vital.
Third party Avaya supportWhen manufacturers end support for their systems,initially it looks like a costly problem. But it does not meanend of life. Eckoh are experts in supporting legacy contactcenter technology.
We can help by providing a third party support solutionthat in all cases provides better support, while at thesame time reduces your total cost of ownership.Whether it’s your IVR, ACD, Dialer or Call Recorder Eckohcan support it. With the need to keep up with thelatest innovations, and the shortage of IT resources,stable technology that provides mission critical businessfunctions is more valuable than ever.
We should knowIn 12 years of providing our support services, NO ONE thathas come to Eckoh for support has EVER gone back to theoriginal provider. Not only could you feel better about yoursupport, you could also save between 30-40% in costs.We Provide an Alternative
ApproachUnlike technology vendors, Eckoh occupies a unique positionin supporting both platforms and applications throughoutthe enterprise, regardless of the manufacturer. Eckoh notonly helps you fix problems with your Avaya systems,we also take the lead in resolving issues with integratedcomponents, such as Web Services/CTI/PBX.
Unique philosophyEckoh has a unique support philosophy. Many companiesjust see their support staff as gatekeepers for theirengineering team – we don’t.
Our support staff IS our engineering team – there’sno separation. When you call Eckoh support, your call isanswered directly by a trained Eckoh engineer whose jobis to solve your problem. We own the ticket even whenit means managing other third party suppliers until asatisfactorily resolution is reached.
We support blue chip businesses mission critical systems24 hours a day 7 days a week all over the world from theUS & Europe to Asia and Australia.
Millions of customers and hundreds of companies useplatforms designed, managed and supported by Eckoh Help.
Support is key to our core businessIt’s why Eckoh was founded. We exist to solve yourproblems, not to put obstacles in your way. There isalways a way to solve your problem and we will find it.We have the most creative and knowledgable team inthe business - insuring the best solution for your uniqueenvironment.
EckohID&VThird party Avaya support
Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
EckohID&VThird party Avaya support
Many organizations find that their suppliers are more focused on selling new licenses or upgrades rather than supporting their existing platforms and applications. Over the years we have built a successful business of helping customers overcome this challenge.
This part of our business has a fundamental belief that the quality of service is significantly more important than the number of licenses sold. Our focus is on flexible but wide-ranging solutions provided by expert and attentive staff who deliver a quality support package to every customer.
Availability
Location
First point of contact
Engineer
Service Level
Installation and Upgrade
Preventative Maintenance
Back up of System
Port Optimization and Capacity Review
Heartbeat Monitoring
Application Support and Optimization
Patch & Version Control
PCI / Security Advice
Quarterly Review Meeting with Performance Reports
Response Time
Engineer to Site
Online Intranet Access Ticket Info, Inventory, etc
Primary / Sec Engineer allocated
Spare Parts
On Site Spares
CTI Link Support
IVR Connectivity Support
Web Services Support
Database/Host Connectivity Support
24 x 7 x 365
Follow the Sun Support
Manned phone answered by an engineer
Trained employee with minimum of 7 years industry experience
Full Fix
Simple Moves Adds Changes and Recordings 8am -5pm
Twice per year
Max 30 minutes
Inside 4 hours
Fault Report / Response Status
Held by engineer to select the right component
For some if required
24×5
Static
Paged outsourced or answered by non-technical call centre
Outsourced Engineer
Best Efforts
Break/Fix only
At Additional Cost
Unspecified and Uncommitted
Unspecified
Shipped to meet expected engineer needs
At extra cost
IVR software only
Feature Eckoh Support Alternatives
See how Eckoh compare with other support providers.
Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
EckohID&VThird party Avaya support
We have a 99% customer retention rate because we have always considered these support services vital to our customers.
System reachable via modem or VPN?
On site visit required?
Issue resolution
Support Specialist (and Field Engineer and other resources as applicable) works the issue under
Issue resolved?
2 hour mark - Support Specialist contacts
Product Support Specialist connect to system and starts to troubleshoot.
resources, including Field Engineering. Issue Resolved?
Manager who contacts the nearest Field Engineer.
Assigned FE contacts customer directly and arranges
travel and access to site.
Field Engineer arrives
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
NO
NO
NO
NO
YES
YES
YES
YES
Eckoh customer support resolution process
CUSTO
MER
RETENT
ION
Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
EckohID&VThird party Avaya support
Severity level based escalation path
LEVEL 1
LEVEL 2
LEVEL 3
Severity levelSeverity 1
Severity 2
Severity 3
4 hour mark:
8 hour mark:7 day mark:
CTO and CEO
ongoing issue
12 hour mark:
CEO
(most or all calls not being handled), calls being dropped.
call handling capability (ex. 1 of 10 systems down) nocustomer handling impact.
Minor impact to a product that restricts use of features
log messages.
Severity level based escalation path
This is why support is such a significant part of our business today.While other organizations struggle to deliver even a basic service. Our methodology and attitude ensures that solving the problem will often involve going beyond the single platform that we are directly responsible for.
We build this attitude into our culture so for our staff solving the problem to the customer’s satisfaction is at the heart of our business.
Find out more: Call: 866-258-9297 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh08000 630 730
EckohID&VThird party Avaya support
Eckoh can help YOU with YOUR Avaya support today...Eckoh Help is an independent Specialized Systems Integrator and IVR Solution Provider that helps improve customer interactions.
24 hours a day 7 days a week all over the world from the US and Europe to Asia and Australia millions of customers and hundreds of companies use platforms designed and managed by Eckoh Help.
We do everything from delivering their complete customer interactions and experiences to supporting individual website and contact center platforms and applications.
From legacy support, through transition of existing architecture to innovation with the design and deployment of new solutions.
We provide an Avaya support solution that provides good long-term value that is clearly defined and easily understood.
To read our recently published Third Party Support Guide Click here
See what our customers say about us Click here
To talk to us about Avaya Support contact us below
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