Our a la carte lineup of services are specially tailored to help supplement your in-house staffing and capabilities, or offer a white glove approach. We can own as little or as much operational upkeep and management of the solution as desired.
Key Benefits:
· 24x7x365 access to highly skilled, specialized cloud contact center technical professionals
· Reduce risk to the business
· Proactive system support and monitoring for improved performance, less downtime, and fewer glitches
· Reduce business costs with controlled and predictable spending
· Improve IT efficiencies and business optimization
· Greater scalability and availability
· Third-party vendor management
Essentials Operations and Support:
· 24x7x365 tiered-level technical support (L1-L3)
· Performance health monitoring of the Twilio instance with proactive customer notification
· Platform troubleshooting and resolution
· Management of ongoing updates and upgrades of the Twilio Flex instance
· End-user/agent/supervisor training
· Liaison with Twilio support as needed
· Twilio manufacturer partner support plan with defined service level agreements
· Dedicated technical account manager
· Monthly service performance delivery reporting
· Semi-annual business review
Custom Development Operations and Support:
· 24x7x365 developer support for customizations and integrations
· Performance health monitoring of custom components with proactive customer notification
· Release and deploy custom code upgrades to fix verified reproducible bugs
· Release and deploy custom code upgrades to remain compatible with Twilio service enhancements
· Liaison with Twilio support and other third-party integrated vendors as required
· Solution architecture documentation management
· Defined service level agreements
Managed Moves, Adds, Changes, and Deletes:
· Unlimited remote minor configuration adjustments of routine administrative tasks
· Management of secure moves, adds, changes, or deletes within the platform
· Defined service level agreements within 48 hours
Our operations and support team acts like in-house IT with highly skilled specialization, without the associated costs. As a Twilio Gold Partner, we work directly with Twilio in situations where vendor support is required. Our direct channel access enables our experts to provide dedicated support with heightened urgency.