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.
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
Absence of publishing reports to management
Benefits
- Increase in Operational Efficiency through SLA-driven mechanism
- Achieved 100% SLA on IP Phone activation/deactivation
- Established the process for managing the Faulty IP phones accurately via the Asset Management Portal
- Established a centralized governance model and communication management to increase resource productivity
- Increase in customer satisfaction through SLA and 0% DSAT-driven approach
