Call Center Software

[February 20, 2013]

Spanlink Communications Introduces OnGuard Managed Services

Spanlink Communications, a leading Cisco contact center and customer collaboration solutions partner, today unveiled OnGuard, its new support and managed services offering. OnGuard offers maintenance, proactive monitoring and managed services for Cisco (News - Alert) collaboration and contact center solutions, resulting in minimized risk and maximum uptime for contact centers and businesses of all sizes.

"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 (News - Alert) executive vice president of engineering and operations. "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."

OnGuard was developed specifically for monitoring and maintaining Cisco solutions and third-party applications that integrate in to the Cisco environment. OnGuard offers:

• Easy and seamless support: Spanlink serves as the single provider contact if something goes wrong, and the engineer who answers the call stays on the case until the issue is resolved. Level 1 severity issues are typically addressed within an hour of the initial call.
• Transparent and timely communication: OnGuard has automated systems that keep all parties informed when tickets are open, ensuring the appropriate people know exactly what is happening as Spanlink addresses an issue.
• Issue prevention: Spanlink is the only Cisco integrator with technology that can catch errors before they cause outages and downtime.
• System optimization: OnGuard can 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.

"Less than one percent of Cisco partners have achieved the Cisco Master Service Provider Certification for cloud and managed services. This expertise, combined with the Spanlink Guarantee, provides our customers with unparalleled confidence in the support we provide," said Langanki. "We guarantee results and peace of mind at the same time."

Spanlink has a 95 percent customer retention rate and is recognized by Cisco for Customer Satisfaction Excellence with a 4.75 out of 5 rating in customer satisfaction on each support case.

About Spanlink Communications, Inc.

Spanlink Communications is a leading provider of Cisco Collaboration and Contact Center solutions. With 25 years' experience, Spanlink helps companies exploit the benefits of virtual unified communications networks for business transformation. Spanlink applies expert advising, deployment, integration and managed services to tailor each customer's solution and support plan to its business needs for transformational business improvements in productivity, efficiency and customer satisfaction. Spanlink is a Master certified Cisco partner serving mid-size businesses and large enterprises. Find news and information at www.spanlink.com.

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