INCONTACT Service Desk
We have developed a new service desk to support our growing business and extended geographic presence. INCONTACT will also operate as a white label offering and build capability bespoke to both our business and the business needs of our channel partners.- We have built a brand new technical service desk in Berlin that provides Incident Management, (call handling & fault ownership), Change Management, Problem Management, Escalation Management and Remote Monitoring Services to the Intact-IS customer base for both UK and German clients. It will be available 24x7x52 and be staffed by Cisco trained personnel.
- Initial language capabilities: English, German.
- There is a focus on supporting core IP technologies and Cisco Unified Communications solutions directly from the Service Desk, initially focussed on IPT and Unified Call Centre Express. Other technologies will be incorporated as the function grows and develops.
- We have taken the opportunity to review everything that sits behind a class leading Service Desk function and have implemented new platforms and processes, as well as recruiting and training the right people to staff and manage this exciting new facility.
- Both the day to day service operation and ongoing development of INCONTACT will be governed by the rigours of our Continuous Service Improvement Programme (CSIP) and Integrated Management System.
- The design, build and operation also aligns with ITIL methodology and supports our existing ISO certifications, including ISO:20000 Service Management best practice.
- There was already a technical Service Desk operating from the office in Berlin supporting local customers, so we had the opportunity to build on this existing facility.
- Accessibility - Berlin is a fast developing major European city with good infrastructure and within easy reach of the UK.
- Technical centre of excellence for Cisco and other Communications skills.
- Multi lingual culture – language skills support both UK and German customers
- Commercially beneficial – compared to the UK, Germany offers a cost effective base of operation, without the risks associated with a migration to an offshore, non-European location.
- Scalable model to enable increased capacity in the future, including application support for UCC Enterprise, Security solutions and other Cisco Advanced Technologies
- The go-live date is 4th January 2009
If you would like to receive more information on INCONTACT or wish to discuss how this change will affect your organisation specifically, please email info@intact-is.com or contact your Intact Channel Account Manager.