From platform monitoring, ensuring system uptime, or product break/fix services to completely outsourcing all contact center IT activities, vCare is an integral partnership service with our clients, enabling the organization to offload some or all the responsibilities of maintaining its contact center infrastructure.
Corporations are increasingly closing their data centers and outsourcing to third parties. But not just anyone has the experience and expertise to support your mission-critical contact center infrastructure.
Voxai has been supporting and hosting some of the largest commercial and government customers for years. Voxai provides a complete array of support services for your contact center infrastructure, from complete management and hosting of the contact center platforms, software and applications to merely hosting the software and applications and providing access to your teams to manage.
Voxai’s vCare managed services are a 24/7 solution consisting of three levels of service: business management, service management, and platform management.
- vInteract is a portfolio of cloud-based contact center solutions, services, and managed services for customers who want to provide a best-in-class customer experience. Platform solutions are functionally rich, fully customizable, and operate on hardened data centers that feature dedicated networks and security, ensuring compliance needs are met and impeccable uptimes are sustained. Managed Services are tailored to customer requirements and span all contact center configurations; cloud, hosted, premise or hybrid.
- Hosted/Managed This solution is optimal for customers who need to move their contact center infrastructure out of private data centers but own their software and have dedicated contact center teams. Voxai can provide the same critical hosting services of vInteract but with a team approach to monitoring and managing the platforms and applications. Voxai is flexible and partners with customers to customize the exact support solution that works for each customer’s unique circumstances.
- 24/7 platform monitoring team
- Up-to-date managed solutions. Our team ensures your contact center is at the edge of the industry’s latest and greatest offerings and practices.
- Utilize resources for more strategic tasks and maximize your existing assets.
- Reduce unplanned downtime and outages.
- Augment internal teams with resources who have skillsets with Genesys, Oracle, Microsoft, and more.
- Migrate to predictable Op-Ex pricing.
vCare includes three levels of services:
- Application requests
- Business optimization
- End-user support (adjunct to internal support of end-users)
- Incident Management – managing any operational incidents to resolution
- Change Management – document, coordinate, process, and execute any scheduled or unscheduled changes: upgrades, hotfixes, incident resolution, and document
- Root cause analysis
- Platform analysis and trending
- Session Monitoring for management for real-time QoS and signaling performance statistics
- Application monitoring
- Daily health checks
- Daily platform analysis and trending