DYNAMIC MANAGED SERVICES (DMS) Call Center Solutions

dms

WHAT IS DYNAMIC MANAGED SERVICES (DMS) ?

DMS are technical support packages that can be used as much as the amount needed in all positions from product analysis to application development to monitoring and service, to support the existing technical staff of the institutions that use GENESYS and Interactive Intelligence.

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Scope

  • Reviewing topology
  • Assessing SPOF (Single Point of Failure) Points
  • Person dependency report, Responsibility distribution – risk report
  • Creation of optimization proposals and achieving optimization
  • Documentation check-analysis and proposals

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Scope*

  • Expert and certified engineers in 4 different qualities
  • Business Analyst: 2 Man/Day System Admin: 8 Man/Day
  • Monitoring Expert: 2 Man/Day
  • Developer: 6 Man/Day
  • Custom Reporting Expert: 4 Man/Day

*Man / Day numbers can be changed as required.

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Scope

  • Includes whole contact center IT processes
  • Change Management
  • System and problem management
  • Software and custom report development
  • Documentations, test and babysitting
  • 7 x 24 Support

ADVANTAGES OF DYNAMIC MANAGED SERVICES

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  • Reviewing of the architecture, and evaluation of the design with an expert point of view
  • Assessing SPOF points and developing proaktive countermeasures
  • Providing counseling on information security and personal data protection
  • Following the call center technology trends closely and determining the ones with the potential of productivity
  • Rapid communication with the vendor, quick opening of the cases, close follow-up of the case
  • Decrease in costs, increase in productivity with monthly invoicing based on usage
  • Quick elimination of deficiencies in technical staff
  • Zero training and certification costs

REFERENCES

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