Day
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Innovation | Collaboration | Evolution | Results
Quality Controls & AftercareProblem & Incident
Management
Moves & Changes Capacity Management
SOFTEL Communications - Day 2 Services Portfolio Management
Sometimes, technologies designed to increase productivity within an organization can also produce
complexity, and increase risks when transitioning from legacy platforms to virtualized environments. If you
discover that you are spending too much time managing your deployed solutions, network, applications, or
architecture instead of operating them, it’s time to talk to SOFTEL Communications….
For nearly two decades, SOFTEL has have provided Day 2 (Post-Launch) service support, monitoring and management of solutions,
applications, and devices across converged client networks. Our managed services monitor IP-based communication system devices,
applications, routers, and switches for fault/failure and performance events. We resolve incidents and take the lead in co-managing networks
of applications across any infrastructure from our Network Operations Centers (NOC) as an extension of your IT team. We provide visibility
into the state of your network through our best-in-class Remote Monitoring and Management Platform. Our advanced recording and
reporting technology aggregates performance, availability, and fault/failure information into real-time, daily, and monthly reports. All of
which allows you to proceed with your operations leaving the rest to us.
SOFTEL experts work closely with a business enterprise in all aspects of an integrated contact center and across UC strategies from people,
technologies, and processes to operations and best practices. We have extensive implementation and operational experience with a wide
range of Unified Communications Solutions.
SOFTEL Communications Day 2 Services
Business Partners
Incident Management Services
By placing your incident reports for tracking and resolution in our ticketing and monitoring tool eliminates disjointed and conflicting processes
and ensures that incidents are resolved to your requirements. You can also define and automate repeatable processes for regular or similar
occurrences to increase efficiency and success in the future.
Prioritization | Incident Status Notifications | Vendor Pre-Set Renewals | Automated Notifications
Problem Management Services
Multiple incidents, leading to a major problem are identified, analyzed, tracked, and resolved from discovery to resolution. Using the ITIL
Issue Resolution processes, we complete a problem cycle with quality monitoring to ensure recurring incidents are reduced to a minimum,
increasing stability and operational effectiveness.
Multi-Incident Tracking | Problem Management Team | Known-Issue Database | Pro-Active Resolution Path
Remote Monitoring and Management Services
Our Remote Monitoring and Management Services provide a single “pane of glass”, (dashboard) for multiple UC networks. This allows
operators to efficiently manage all collaboration endpoints across cloud services, multiple clusters, and multiple geographical locations while
attaining end-to-end voice application and network performance visibility.
Application & Infrastructure - Levels Monitoring | Diagnostics | Notifications | Inventories
Fault Isolation Through constant monitoring, we provide initial response, incident isolation, and interact with suppliers working quickly to
isolate faults and enable any corrections.
Vendor
Interface
We provide arrangements for any on-site break/fix activities with multiple vendors, coordinating the procurement or
replacement processes, and coordinating problem resolution.
Fault Resolution We act to resolve faults through remote software administration, re-configuration, approved software patches, or vendor
updates with the authorization from clients.
Incident
Tracking
We support full trouble ticket life cycle including problem description, root cause analysis, vendor interventions, and resolution
description by diligently pursuing the ticket to resolution.
Multi-Incident
Analysis
We monitor, determine, and analyze the synergies of same or similar incidents to determine and aid in multi-incident or
problem resolution.
Performance
Analysis
Our central application and system monitoring solutions are utilized to determine any performance issues as possible causes
of multiple incidents or problems
Root-Cause
Analysis
Using all of the available information, we determine a probable root cause analysis and provide actionable items where
necessary.
Resolution Path We provide a comprehensive resolution path for major incidents and problems.
Quality
Monitoring
During post-issue resolution, we focus and monitor components in isolation and as part of a solution or platform to ensure
ongoing quality.
24/7/365 UC
Monitoring
We monitor, determine, and analyze the synergies of same or similar incidents to determine and aid in multi-incident and
problem resolution.
Network UC
Discovery
Our monitoring process automatically detects and includes new UC elements on the network for inclusion in monitoring and
management.
Real-Time Alerts Immediate notifications are posted to internal or external parties for mission-critical UC applications or processes.
Detailed
Reporting
Historical recording and reporting includes; Interface and CPU Utilization, Error Logging, Data and UC Application Storage
Capacities, Asset Management, Scheduled Disk Maintenance, Performance, Availability, and listed Inventories.
Capacity Management Services
SOFTEL’s Capacity Management Service monitors, manages, identifies, controls, and predicts infrastructure capabilities of telecom and UC
resources compared with established baseline requirements. All of the underlying IT infrastructure (SOA and Cloud Services) are identified
for inclusion are managed so that operational performance is consistently maintained providing a stable metered environment. Growth and
expansion factors are extrapolated to ensure a timely notification and intervention, when capacities are nearing thresholds.
Standard MACD Management Services Configuration Management and move, add, change, and deletion (MACD) processing is managed through the SOFTEL ticketing system,
subject to predefined change management processes as arranged with clients. Generally administered as a pre-paid block of activity, requests
for changes on Unified Communications platforms cover a wide variety of applications, solutions, and technologies.
Advanced MACD Management Services Beyond the general administrative MACD configuration, Advanced Configuration Management includes complex changes required of
software, hardware, middleware, and/or UC telco peripherals. Focusing on the operational, rather than the administrative, this service is fully
defined through a Scope and Statement of Work (SoW) document.
Why SOFTEL Day 2 Services? SOFTEL has been providing supporting services to contact centers for over two decades, in sectors such as Finance, Health Care, Retail,
Utilities and Transportation. Our knowledge of applications, solutions, platforms, and operations, coupled with our experience in contact
center environments, providing a professional, front-line service has benefitted dozens of leading global organizations, who operate complex
Unified Communications technologies. We understand the bottom line. System downtime loses business, creates a work backlog, hurts the
businesses reputation and opens the business to regulatory penalties and therefore costs money. With industry-level SLAs and guaranteed
time to response, restoration and resolution, SOFTEL’s Unified Communications and Contact Center Managed Services offer superior incident
management. We are dedicated to restoring normal service operations as quickly as possible, while minimizing the impacts to business
operations. Our ticketing and monitoring portal allows direct user access to the services provided on each site, includes key performance
indicators (KPI), system alerts, and alarms, service performance, network utilization, and much more. As a Single Point of Contact (SPOC) for
all operational and support matters, we assign our Customer Service Manager (CSM), heading our team delivering day-to-day tactical
support. Our CSM’s are on-hand to manage the strategic aspects of your operations, whilst maintaining the vital role of relations with on-
site customers.
SOFTEL is passionate about providing Best in Class Day 2 Services to your Unified Communications & Contact
Center Operations. To find out more about our unique Service Packages, contact us today;
© SOFTEL Communications 2015
Gateway user administration UC application software
provisioning
UC application software
upgrades/enhancements UC interface provisioning
SIP end-point allocations Device end-point allocations CTI/PBX/ACD port integration
updates
Route point integration
updates
Roles/permissions
allocations/updates
Application access
allocation/updates
Cloud service integration
access/updates Telco/Carrier co-ordination
Contact Center Management Scripting changes, call flows,
prompts and routing CTI screen pop changes
CRM interfacing component
changes
Capacity Plan Baselines and Profiles Thresholds and Alarms Capacity Reports
SLA and SLR
recommendations
Proactive changes and service
improvements Revised operational schedule Effectiveness reviews