Download Managed Services Infosheet
Videocall's Managed Services
Our goal is to provide a new standard of communication capability by identifying with desired business outcomes and creating bespoke, fit for purpose, managed solutions.
The Customer Success Formula
Customer Success = Total Cost of Ownership + Return On Investment + Quality of Experience
We work continuously alongside the customer to provide repeated success through evolution and growth.
Our expertise in these areas combined with our service offerings ensures that we can deliver video conferencing that fits with your business needs.
Prepare. Adopt. Grow. Review
Managed Service Suite
As part of our managed service offering we have developed our own suite of products that includes our professional services. These provide an end to end, secure, highly scalable solution for enterprise use: ICE cloud services, EAGLE Service Management Platform, OUTREACH Remote Infrastructure Management & Diagnosis Service, SUREFIRE Managed Overlay Network and our 24/7/365 vNOC team.
Service Based Approach
Our fully-managed approach to video conferencing is driven by customer success. We apply our service to the specific needs of your business, underpinned by 99.999% availability as set out in your SLA. We offer a measurable methodology that is committed to provide a full spectrum of services for your user communities.
Service Features
Discovery
Preparation is carried out through discovery sessions where our consultants learn about your roadmap and design a unified communications strategy based on your business needs
Benefits Realisation
Growth is achieved through BAU (Business As Usual) testing, and through the support and reporting that Videocall's services offer
Implementation
A high adoption rate is the aim in the implementation section. We build, deploy and test your video conferencing service based on your needs, before providing training to your staff
Operation
We continue to monitor and evaluate your video conferencing service to ensure that it stays in line with the unified communication strategy
Play video Thinking About the Next Steps in your Video Conferencing Strategy
Your company are heavy users of video conferencing and the culture is working. What can be done to improve the efficiency and/or future proof? This video will encourage you to consider next stages of video conferencing, managed services and the new challenges that you might face.
Support Services
Videocall’s Service Desk team are highly skilled, certified IT professionals who are dedicated to bringing you a trusted, reliable service.
Available globally 24/7/365, the service desk perform diagnosis, escalation and recovery – and are available to all members of your user community and in house support services, with fast and easy access.
The Service Desk Team are available 24/7/365 via phone, email or video conference.
Within 10 minutes of logging a service incident we have: Categorised, Prioritised, Diagnosed, Notified and Begun recovery
SLAs
Our support management service is offered with SLA tiers so you can ensure your package is appropriate to your business’ needs:
- Care Standard – Onsite next business day
- Care Plus – Onsite within 8 business hours
- Care Premium – Onsite within 4 business hours
Measurement & Reporting
We will provide incident reporting while your service incident, service request or problem management request is open.
Progress notification will be delivered to the person who raised the incident and up to five further contacts - meaning your service owner and in house IT team are fully informed.
What's Covered
Your conferencing rooms as a whole; video conferencing and audio visual enabled meeting spaces and core infrastructure equipment as installed by Videocall.
All equipment is covered under one SLA regardless of manufacturer.
Download Support Services Infosheet
Videocall's Support Services
Our goal is to give you ultimate confidence in your video conferencing service by providing an SLA backed, always available support function with comprehensive maintenance options.
vNOC
Videocall’s vNOC team provides a 24/7/365 real time meeting management service that includes the whole lifecycle of video conference management, including support for conferences to ensure they start on time, are of the correct quality and that if any issues occur during the conference they are addressed in line with the service level selected by the customer. The vNOC offers a tiered scale of support from self-service to concierge. The scales of service are fluid and can be utilised by whichever set of community of users you deem appropriate.
EAGLE
Our intuitive telepresence and video conferencing service management platform, EAGLE, is designed to deliver real time meeting management services, reporting and analytics, regardless of infrastructure, device, connectivity or location. It serves as a scheduling and reservation engine, managing the entire process, from booking the initial call to completing the video conference meeting. EAGLE allows enterprises to bring their telepresence and video conferencing estates within the umbrella of a unified communication strategy.
OUTREACH
OUTREACH is Videocall’s remote infrastructure management and diagnostic service and forms the core of our managed service offerings. OUTREACH provides Videocall with real time remote access of any endpoint to diagnose issues reported by the OUTREACH service, end-users or the vNOC during conferences. OUTREACH manages your entire infrastructure and anticipates, identifies and resolves issues more quickly, more accurately, less expensively, and with more visibility than most organisations can achieve on their own.
Having a single supplier for all of our video communications whom we can call on 24 x 7 x 365 takes a huge headache away from our IT department. Their telephone support service is excellent and having a contract to replace any faulty equipment within 24 hours gives us peace of mind.
Other products that might be right for you
