Technical Support

At Protocall One our technical expertise, robust processes and solid support systems deliver world-class service for our customers.

We provide a range of post-implementation support offerings to our clients ranging from standard maintenance during normal business hours to full 24x7 cover.  These may be delivered remotely from our offices or at the client’s premises.  This ensures that when the environment changes, or when things go wrong you can always recover your service at the earliest opportunity.

The key elements of our support service include:

• Supporting Genesys contact centres – large and small. Our support team fixes faults from the most complex through to the simplest of Genesys implementations
• Interoperability with third-parties. Quick fault diagnosis and assignment to the correct resolver group
• Robust Support Processes and systems. We use ITIL for our de-facto processes and procedures. All our key people are ITIL trained and adhere to this standard
• 24 hour Manned Support Desk. Support desks in the UK and Australia ensure that whatever time you call, you’ll get through to an active support desk
• Transparent Pricing Model. We have a simple pricing model and make it very clear what you are paying for. We don’t try and hide our costs
• Quarterly Reporting and Service reviews. Regular feedback on the adherence to Service Levels and ideas for potential service improvements

What all this means is that when a fault occurs our customers get a prompt response acknowledging the fault, an agreed priority to resolve the issue and access to staff with deep knowledge and extensive experience of the relevant solution. There is single point of ownership for a particular fault or issue with constant feedback and communication on progress and estimated resolution time.