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Expert Customer Support, Powered by People – Elevate Your Contact Center Experience

A company is measured by its people and the customer experiences they deliver. We have designed a culture that instils a more personable and human approach to delivering support services.
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Reach peak performance with flexible customer care options

Sometimes you need a little support and sometimes, you need a lot. Either way, our personable and knowledgeable support people are available by phone or through our online customer portal to help you find a quick and efficient resolution.

Always operate at peak performance with our flexible call centre solution maintenance and personalised support services – technical support, migration, patch, new version updates and system monitoring – backed by certified and experienced solution technology experts.

We understand that everyone has constantly evolving, unique needs. It’s why we created Professional, Premium or Elite support packages. Select the bundled customer support, maintenance and service path that best augments your call centre environment.

We are certified Genesys and Alvaria (formerly Aspect Software) Partners.

Support Features and Benefits

 

SUPPORT FEATURES

 PROFESSIONAL

 PREMIUM

 ELITE

Access to customer support centre
Monday to Friday 8:00 AM to 8:00 PM EST

  ✓

  ✓

  ✓

24/7/365 access to customer support centre

  OPTION

  OPTION

  ✓

Unlimited access to support during normal business hours
Monday to Friday 8:00 AM to 8:00 PM EST

 

  ✓

  ✓

Customer Access Line – Inoria Technical Support

  ✓

  ✓

  ✓

Access to the support website

  ✓

  ✓

  ✓

Billable per intervention

  ✓

 

 

Time for interventions included in monthly billing

 

  ✓

  ✓

Service level objectives included

  ✓

  ✓

  ✓

Proactivity during major Genesys failures

 

  ✓

  ✓

Summary of major incidents (root cause analysis)

   ✓

  ✓

Incident management with Genesys

   ✓

  ✓

Monitor the new software features to be released

   ✓  ✓

Quarterly meeting for review of support activities and development

    ✓

Assistance / execution of configuration change request (MACD) of minor type or mentoring training questions. Evaluated at less than 4 hours/intervention. Limit of 10 interventions/month.

    ✓
Assistance of a senior Inoria consultant upon request. Architecture review, discussion of current or upcoming technological projects, coaching, presentation of new product or technologies and much more. Subject to availability. 50 hours per year included.    ✓

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Your partner in the evolution of your call centre solutions

Working closely with your team, we act as your trusted internal advisor, evaluating and proposing solutions across the customer journey that transform your call centre into a state-of-the-art contact centre ready to meet customer expectations and take on tomorrow’s business opportunities.

Your contact centre never stops. Neither should its evolution. Through a systematic and guided customer satisfaction approach, we can help plan and implement your next contact centre, improve operational efficiency, provide personalised customer service management, and optimise your omnichannel communications through:

Virtual or remote work capabilities
Voice recognition
Chat and email integration
Customer self-service tools
CRM, ERP, ticketing system, 3rd party integrations
Business tool optimization (Teams, Webex, Zoom, etc.)
Artificial Intelligence
Data Analytics

Can’t find the expertise you need for your next project?

Our internal contact centre experts specialised in Genesys, Alvaria (formerly Aspect) and other platforms are also available to lend a helping hand, when needed. Through our staff augmentation services, your team can work alongside our certified contact centre solution experts and accompany your requirements for special projects, solution deployments or when you are simply short-handed. Staff augmentation is a great way to gain expertise when you need it most, without the labour-intensive and costly burden of hiring permanent resources!

Trust the experts to manage
your contact centre solution

Our Managed Services is a worry-free, 24/7, full-service solution for your growing or upstart operations. We’ve got the industry know-how to expertly manage your contact centre systems and communication channels – to keep you focused on running your business.

On-premises and cloud solutions
Workforce Management systems
Unified Communications
Customer co-management
Complete management
Contact centre environment upgrade
Proactive and reactive monitoring of critical systems
Complete support or assistance in solving contact centre issues
Ticketing systems
24/7/365 availability
Change management and follow-up
Personalized service management
Change management and technical support
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You can rely on our personalised customer service excellence.

Support services that focus on customer satisfaction
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