Managed Voice Infrastructure Tool Support Services for India’s Leading Telco Giant Valued at $1.6 Billion
Overview
The client is a $1.6 Bn fastest-growing Telco based in India. ACL Digital has provided Managed Voice Infrastructure tool support services to the client’s internal customers to ensure the effective operation and optimization of voice communication systems within the organization.
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Challenges
Limited Managed Voice support services
Lack of IP phone configuration & monitoring support services
Limited Governance, Asset Management, and Operational Productivity
Lack of proper mechanism for measuring the Service Level Agreement of services
Lack of dissemination of reports to management
Solution
Managed Voice Infra Support Services
- SLA-Based 16X7X365 Voice Infra Tools Support Services for internal users
- End-to-end management of IP phone inventory through the Asset Management Portal
- Monitoring and resolution of incident/Service Requests at L1 and L2 level
- End-to-end helpdesk management support for equipment and relevant voice application
- Established the process of creating Knowledge Base Documents
- Managing 6 CUCM, 3 PBX servers along with 29,000+ extensions
- Total Manpower deployed: 12
Outcomes
- Enhanced operational efficiency with SLA-driven precision
- Attained 100% SLA compliance for IP phone activation/deactivation process
- Established a streamlined process for accurately handling faulty IP phones through the Asset Management Portal
