Can you place a value on reduced stress and more support?

We get it. You can’t afford any downtime due to Contact Centre or other systems issues. But neither can you afford (or even want) an in-house specialist to manage your essential services, upgrade software or make changes. That’s where we come in.

With Digital Island Managed Services, you will:

  • Alleviate the risk, stress, and cost of internally supporting your business-critical solutions - like your contact centre!
  • Reduce system downtime (and all the frustrations that come with it).
  • Improve staff satisfaction and productivity with fewer technology issues.
  • Increase levels of customer happiness and loyalty through more efficient service.

And you’ll also have ready access to thought leadership and guidance from our cloud unified communications (UC) and contact centre (CC) experts. So, you can get on with doing what you do best.

When you sign up for our Managed Services, you will:

  • Enjoy supercharged response times - choose from our supercharged Silver, Gold or Platinum SLA plans. And if we let you down, we will make good!
  • Be first in line for priority support – report incidents or problems directly to our dedicated Managed Services service desk (so you’re not in a general queue).
  • Always be in the know – we not only monitor the performance of your environment but report on our response times to any support requests, outcomes, and updates on projects which are on the go. So you’ll have 360-degree transparency, always.
  • Make your accountant happy – with a fixed monthly fee.
  • You’re with a safe pair of hands – our enterprise customers rate us with a customer satisfaction of NPS +32

Why the performance of your communications services matter!

A great customer experience has overtaken price and product as the key brand differentiator. When you provide an excellent customer experience, your customers are:

  • 86% more likely to make repeat purchases
  • 77% more likely to recommend you to others
  • 79% more likely to trust you
  • And 62% more likely to forgive you!

Benefits you’ll love:

 

+ Priority service and support
All our Managed Services customers, regardless of SLA, receive priority support via our Premium Service Desk. So when you need help, we’re here. Guaranteed.

 
 

+ Service levels to suit
When it comes to your contact centre, we know that one size of service doesn’t fit all. So we have Silver, Gold and Platinum SLA options for you to choose from.

  • Silver level is ideal for contact centres that need support during standard business hours. Silver response times ranged from 4 hours for a severe business disruption (impacting your entire organisation) to 12 hours for an affected individual or a straightforward MAC requirement.
  • Gold level is ideal for contact centres requiring round-the-clock, 365 days a year support. Gold response times range from 4 hours for a severe business disruption (impacting your entire organisation) to 12 hours for an affected individual or a straightforward MAC requirement.
  • Platinum level is ideal for contact centres requiring mission-critical, round-the-clock, 365 days a year support. Platinum response times range from 1 hour for a severe business disruption (impacting your entire organisation) to 6 hours for an affected individual or a straightforward MAC requirement.
 

+ Competitive pricing
Our Managed Services pricing is charged monthly and is based on the services and products you use, seat numbers, and your requirement for Silver, Gold or Platinum service. Have a chat with your account manager for more information.
 

+ Automated reporting
Enjoy complete performance transparency! Automated monthly report includes SLA performance, tickets summary, call summary, risks, and projects. Additional reporting is available on request.
 

+ Like the security of Managed Services for other Digital Island products?
While we currently focus on Managed Services for contact centres, we know you may be interested in ensuring full support for your WAN or Cloud PBX and more. Ask your account manager for more information.