Managed Services
Comprehensive programs to simplify the ongoing “care and feeding” of your Contact Center environment.
Swampfox provides comprehensive managed services programs to simplify the ongoing “care and feeding” of your Contact Center environment. Each of our core managed services programs are customized and tuned to the unique technologies, requirements, metrics and organizational structure of each customer. Our core programs include:
Active Management & Monitoring: Platform
Active Management & Monitoring: Applications
Moves-Adds-Changes: Applications
Active Management & Monitoring: Platform
Under this service, we act as an extension of your IT department as we proactively manage and monitor the hardware and software components of the “automated services” solutions — Avaya AAEP servers, application servers, and Speech Servers. Be confident and relaxed knowing that your availability metrics will be met, as the Swampfox Managed Services team is engaged and always-on.
Swampfox is responsible for management of all aspects of the Avaya AAEP voice portal platform, including:
- Monitoring for errors
- Monitoring for disk/memory/CPU/port utilization
- Informing the enterprise customer should resources become scarce and more hardware or ports need to be purchased
- Troubleshooting platform issues (e.g., core dumps, hung ports, etc.)
- Determining whether root causes are application or AAEP platform issues
Swampfox works with you to escalate any AAEP platform issues to Avaya and ensures that any necessary service pack or hot fix is installed onto the system to minimize downtime. In the event of a platform issue that requires Avaya support, Swampfox will work with you and your business partner (if involved) to isolate any issues and performing the needed logging and debugging required by vendor support.
As part of Active Management Platform Support, Swampfox is responsible for installing new releases of the Avaya AAEP platform software with a minimal impact to your business operations. Swampfox is also responsible for periodic maintenance required by the platform such as EPM database cleanup, EPM database backups, MPP trace log purges, etc. Also included in this service is the monitoring and management of any Automated Speech Recognition (ASR)/Text-To-Speech (TTS) servers used by the application(s).
Active Management & Monitoring: Applications
Under this service, we act as an extension of your IT department as we proactively manage and monitor your key self-service applications. Be confident and relaxed knowing that your service levels will be met, as the Swampfox Managed Services team is engaged and always-on.
Application monitoring is a component of this service ensuring that the application and application components (e.g., Linux application servers, application database(s), run-time application instances, etc.) are functioning and available. This component includes monitoring alarms, CPU, memory, process activity, etc., and frequently involves instrumenting the customer application to periodically report critical activity in order to catch application issues as soon as they occur.
Swampfox both proactively monitors your applications and components to detect any errors and minimize impact to your contact center while accepting customer initiated issues. Also included in this component of the service is the installation of necessary application servers or application patches and upgrades.
Moves-Adds-Changes: Applications
Moves-Adds-Changes support application management tasks outside the scope of regularly scheduled maintenance or recovery. These include changes to administrative settings and/or adding database elements to support application behavior. Examples include adding a new store/service location to a location database, modifying pronunciations in an auto attendant application, or changing business hours via an application web page.