Spanlink Communications, a Cisco contact center and customer collaboration solutions partner, earlier this week unveiled OnGuard, its newest support and managed services offering.
OnGuard offers maintenance, proactive monitoring, and managed services for Cisco collaboration and contact center solutions. Other parts of the offering include seamless support with one person who stays on a case from start to close; an automated system that keep all parties informed when tickets are opened; issue prevention that is designed to catch errors before they cause outages; and system optimization to identify areas for recommended improvements, help manage capacity, and plan for the future.
There are two levels to Spanlink's OnGuard Managed Services offering. The base level of OnGuard is Maintain, and the a la carte level is Manage. Maintain is made up of services and products that work together to keep a customer's communication solutions up and running smoothly. OnGuard Maintain can be combined with add-on options from OnGuard Manage, which offers a number of services that can be tailored to meet the specific needs of individual businesses and contact centers. Together, both levels enable customers to either augment their IT staff or reduce their operating expenses.
"We've spent the last ten years building a legacy of customer-first support services for Cisco contact centers of all types," said Mark Langanki, Spanlink's executive vice president of engineering and operations, in a statement. "OnGuard is a culmination of our technical expertise and acute understanding of the customer experience. We are fully invested in the success of our customers' Cisco solutions, and OnGuard helps us protect this investment."