Increased performance
at a reduced cost

Flexible support services for every contact center

We understand your business success rests on keeping your contact center investments up and running, while rapidly adapting to changing customer and business needs. The Managed Services Program from Waterfield Technologies ensures you stay connected with your customers, driving productivity while lowering your operational costs.

Available for on-premise, cloud and hybrid solutions, Waterfield’s Managed Services Program gives you access to a full range of expert resources and advice on evolving technologies, opportunities to increase platform performance and creating engaging customer experiences.

Benefits of managed services for your contact center

  • Simplify complex system management. Allow Waterfield to fully manage complicated multi-vendor infrastructure so your in-house staff can focus on revenue-generating projects or other key business initiatives.

  • Provide expert management with dedicated Technical Account Manager (TAM). Leverage Waterfield’s proven expertise to identify areas of service optimization, implement new contact center technology solutions or upgrade your existing technology stack with assurance of on-time delivery —no costly delays.

  • Deliver continuous operation improvement. Waterfield will monitor, support and optimize your contact center solution, ensuring solid solution performance and efficiency in order to deliver an enhanced customer experience.

  • Offer flexible choices for management and delivery. Waterfield will manage your solution in a private cloud, on-or off-premise – your choice – and allow you to realize cost, reliability and scalability advantages.

Services to meet your specific business needs

Waterfield Managed Service offerings provide a variety of options based on your specific business needs. Our enhanced solutions provide management and proactive monitoring of all aspects of your contact center infrastructure, from application management to full end-to-end management and support. We offer multiple tiers of support as well as custom support alternatives should your business require additional items not covered in our standard offerings.

TIER 1

Application Support

  • 24/7 Support Desk

  • Incident management

  • First call support

TIER 2

Operational Support

  • Application Support

  • Preventative maintenance, patch management

  • Monitoring and alerting

TIER 3

Premier Managed Services

  • Application Support

  • Operational Support

  • Move’s adds and changes (MAC)

  • Shared technical account manager (TAM)

TIER 4

Premier Plus Managed Services

  • Premier Managed Services

  • Optimization support

  • Assigned technical account manager (TAM)

  • New application development

  • Peak demand staffing (priority staffing; preferred rates)

  • Tuning cycle support (additional charge)

We’re here to help. Talk to us to learn more.

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