Managed Network Services for Contact Centre of a Fast Growing Telco
Overview
The customer is a $1.6 Bn Fastest Growing Telco Company based out of India. ACL has provided Network Services for the customer contact center which improved their Operational Efficiency and Customer Satisfaction.
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Challenges
Limited managed network support services
Lack of installation & monitoring support for network services
Limited governance & operational productivity
No proper mechanism for service level agreement measurement of services
Solution
ACL provided the client with Managed Network Center Support Services, including
- 24x7x365 Network Support Services
- Management of WAN links, routers, switches & other network devices as well as monitoring and resolution of packet drops and latency in WAN links across locations
- End-to-End Helpdesk Management Support for network equipment and application testing and other network related issues
- Policy Audits for security & access controls & gap fulfilment
- OS upgrades, Backup management, Configuration through scripting and network configuration management (NCM) tool
- 100% Compliance Management achieved through tools and processes
Outcomes
- Increase in operational efficiency through SLA driven mechanism
- Scaling up of 10 Support Locations to provide data center services
- 100 Million subscriber activation within 5 months
- Established centralized governance and communication management
- Increase in customer satisfaction through SLA driven approach
