Managed End User Support Services for the Contact Centre of A $63 Bn Indian Telecom Brand
Overview
The customer is a $63 Bn fastest-growing telecom brand and India’s largest telecom network for customers and businesses. ACL Digital has deployed and managed end-user support services for the Contact Centre of the client for efficient governance and operational efficiency.
Download Case Study
Challenges
New Deployment with no IT support services
Lack of new governance and operational models
Unavailability of a new mechanism for Service Level Agreement measurement of services
No Security Governance model
Lack of SLA defined for delivery and support for IT equipments
Solution
- Comprehensive Managed End User Support Services for Contact Centers: 24/7/365 End User Support for Peripheral Devices
- End User Device Management and Support: Expert Handling of End User Devices, Video, Voice, and On-site Support for Network and Voice Teams
- Holistic Asset Management: End-to-End Asset Management for Various Peripherals, IP Phones, HP Servers, Core Switches, Routers, CPU, Server Storage, and More
- Security Governance for Contact Centers: Policy Audits for Security, Access Controls, Gap Analysis Coordination
- Process Development: Streamlined Processes for Project KPIs, User KPIs, Engineer Productivity, and Training
Outcomes
- Delivered exceptional end-user support throughout the engagement
- Rapidly onboarded 100 million subscribers within a remarkably short span of 5 months
- Implemented centralized governance with adept communication management strategies for seamless operations
- Heightened operational efficiency and customer satisfaction levels with SLA-driven framework
