Third party Avaya support - Eckoh · Third party Avaya support How to find support you can rely on – that is loyal, alert and responsive ... by non-technical call centre Outsourced

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Third party Avaya support

How to find support you can rely on – that is loyal, alert and responsive

EckohID&VThird party Avaya support


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.




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.



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



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.



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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Third party Avaya support - Eckoh · Third party Avaya support How to find support you can rely on – that is loyal, alert and responsive ... by non-technical call centre Outsourced