Technical Services Center
To deliver exceptional support and service to our customers, Strategic Products and Services (SPS) created a state-of-the-art Technical Services Center (TSC) and engineering lab as the backbone of our services and operations. The professional and quick delivery of this service is critical to the success of our client’s business communications.
The SPS TSC is a fully staffed around-the-clock (24x7x365) service and support center to provide the critical communications services our customers rely upon for business functionality. Customers depend on SPS’ superior technical capabilities, certified personnel and the modern tools SPS utilizes to monitor both Voice and Data Network infrastructure.
With certified technicians providing initial call receipt, customers speak directly to an advisor who understands how to classify any request so it receives the appropriate action:
- Immediate attention for a critical request
- Prioritization for changes, programming, or dispatch
- Direct routing to SPS engineering, as appropriate
SPS technical resources range from Tier I to Tier IV within the TSC so customers always have access to an appropriate level of support. SPS is a trusted partner with the knowledge, certification, and 24x7x365 support to back their customer base.
As a global systems integrator, our highly certified technical team makes up more than half of all of the staff at SPS. SPS customers are assured they are working with a partner who invests and maintains a technical team unmatched by other vendors.
SPS maintains current certifications with many of the leading manufacturers in the telecommunications industry. SPS provides customers with superior communications and data platform management using iCON Network Monitoring.
In May 2010, SPS achieved the newly created highest level of certification available through the Avaya Connect channel partner program. Under the Services Expert program, SPS has achieved the Support Specialist and Integration Expert designations. Avaya completed an on-site service assessment to prove infrastructure, process and systems are in place within SPS to provide effective implementation and support services to Avaya Enterprise Communications, Unified Communications, Unified Messaging and Contact Center customers. Because of this certification, SPS certified technicians and engineers in the network operations center has direct access to manufacturer engineering when the need arises.
SPS monitoring is provided to maximize performance and increase the availability of the customer’s network and VoIP applications utilizing the iCON Network monitoring. iCON reduces resolution timeframes by providing sophisticated troubleshooting and tracing capabilities, dependency trees, SLA availability analysis, and historical information. iCON anticipates and prevents problems from occurring by providing insight into additional conditions and utilization patterns that can lead to troubles or performance issues.
iCON Network Monitoring can also be utilized directly by a customer to reduce the time and expertise demand on their network managers, engineers and users helpdesk. Customers can utilize the SPS TSC to augment their internal staff, use SPS as escalations require, or have SPS fully manage their monitoring. The SPS TSC is flexible in supporting customers of all levels of knowledge and expertise.
To support multi-nationals, SPS is a founding partner of the Intelligent Communications Alliance. The Alliance provides a consistent global approach to pricing, design, installation and support of Avaya and Avaya DevConnect Partner solutions. Alliance founding members serve over 9000 customers across more than 60 countries. As a specialized systems integrator, the Alliance holds over 336 Avaya certifications with expertise in IP telephony, contact center, messaging and unified communications.
The Intelligent Communications Alliance provides a single point of contact for:
- Global technology and service framework contracts
- Global technology and service pricing agreements
- Local billing, currency, language and technology capability
- Consistent design, project management, implementation and support capability
- Consistent account management and development