Fully Managed Telephony

Although more and more businesses are turning to managed IT support providers such as Stratosphere Networks to handle their day-to-day needs, there is still a significant need for businesses telecom management. While businesses focus their attention on a solid in-house or outsourced IT provider, they need someone to turn to for day-to-day end user support for moves, additions, and/or changes - in addition to break/fix type support and maintenance requests.

For companies asking themselves which ingredients they need for successful and comprehensive fully managed telephony support, the Converged Communication Systems fully managed telephony option offers answers.

Clients typically choose a fully managed telephony agreement for various reasons. First of all, based on the volume of requests, it no longer makes sense for businesses to keep this support in-house. Ask yourself whether it makes sense to pay an employee to work full-time managing and focusing on your telecom infrastructure when you could simply outsource those responsibilities for the same cost or even less.

In addition, in-house expertise might have a difficult time staying current or handling multiple requests, while our telecom professionals have extensive experience handling day-to-day break/fix support issues - on top of moves, additions, and changes. This allows our team to provide faster resolution times while managing multiple requests.

Furthermore, businesses might not have the state-of-the-art tools, expertise and certifications they need to manage, monitor, and maintain complex setups, such as call center, contact center, or integration environments. Choosing a fully managed telephony support option gives them access to all of those resources, as well as additional technology staff members (e.g., infrastructure and IT professionals) who can help traditional telecom engineers resolve issues.

A lot of factors contribute to the success of comprehensive fully managed telephony support. The first is break/fix support - commonly referred to as phone system maintenance. It includes labor for break/fix requests, parts coverage for core components and endpoints, and emergency service and Service Level Agreements for all plans. Phone system maintenance comes with three coverage options: standard business, extended business, and critical component coverage with around-the-clock support. Furthermore, as part of our break/fix support services, our rapid response team is ready to assist you with any emergency needs.

The second key ingredient is support for moves, additions, and changes. Each plan is customized according to your business needs. Some common requests for standard environments include new user onboarding and setup and extension changes. We also commonly handle end user support requests to add features, change buttons, and reset passwords. Some advanced environments include call centers, contact centers, and integrations with cloud applications, Microsoft Lync, and CRM. Our moves, additions, and changes support also provides our clients with access to quarterly trainings and additional training resources if needed.

In addition, we offer proactive monitoring and alerts - the third ingredient to successful fully managed telephony support. The CCS network operations center (NOC) has the ability to monitor Internet connections, outside lines/trunks (i.e., T1), call servers, voicemail servers, application servers, managed switches, and more.

The final ingredient - advanced tools - involves our team of professionals leveraging resources businesses normally wouldn't be able to obtain. For example, your business will get access to our ticketing portal - you can submit requests through the portal or simply through email.

Furthermore, our centralized support tools allow for remote access and monitoring. Our professionals can respond quicker and in a more centralized fashion, with all of the information that they need at their fingertips.

Finally, our NOC uses best-in-class diagnostic tools - such as network monitoring to identify bottlenecks, performance degradation, and quality-of-service issues.

With the CCS fully managed telephony option, your company can ensure its business telecom management needs are handled efficiently and effectively. Contact us at (877) 598-3999 or email us at sales@convergedsystems.com for more information about our fully managed telephony support services.