Expert Customer Support, Powered by People
A contact centre is defined by the people behind it and the experiences they deliver. Our support services are built around a human, customer-first approach that helps organisations deliver consistent, high-quality experiences while keeping systems running at peak performance.
Flexible Support That Scales With You
Support needs are not one-size-fits-all. Whether you need occasional assistance or full operational coverage, our experienced support teams are available by phone or through our online customer portal to help resolve issues quickly and efficiently.
Our flexible support and maintenance services help your contact centre operate at peak performance with:
Technical support
Migrations and upgrades
Patching and new version updates
System monitoring
Guidance from certified solution experts
We offer Professional, Premium, and Elite support packages, allowing you to choose the level of service that best fits your contact centre environment and business needs.
Support Features and Benefits
SUPPORT FEATURES | PROFESSIONAL | PREMIUM | ELITE |
|---|---|---|---|
Access to customer support centre | ✓ | ✓ | ✓ |
24/7/365 access to customer support centre | OPTION | OPTION | ✓ |
Unlimited access to support during normal business hours |
| ✓ | ✓ |
Customer Access Line – Technical Support | ✓ | ✓ | ✓ |
Access to the support website | ✓ | ✓ | ✓ |
Billable per intervention | ✓ |
|
|
Time for interventions included in monthly billing | ✓ | ✓ | |
Service level objectives included | ✓ | ✓ | ✓ |
Proactivity during major failures | ✓ | ✓ | |
Summary of major incidents (root cause analysis) | ✓ | ✓ | |
Incident management | ✓ | ✓ | |
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 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 Contact Center Evolution
We work closely with your team as a trusted advisor, evaluating and recommending solutions across the entire customer journey. Our goal is to help transform your call centre into a modern contact centre that meets today’s expectations and is ready for what comes next.
Your contact centre never stops evolving. Neither should your strategy.
Through a structured, customer-focused approach, we help improve operational efficiency, enhance service delivery, and optimise omnichannel communications, including:
Remote and virtual work capabilities
Voice recognition
Chat and email integration
Self-service applications and bots
CRM, ERP, and third-party integrations
UCaaS (Teams, Zoom, and Webex)
Artificial intelligence
TSM tools (ServiceNow and Zendesk)
Salesforce and Dynamics
Dashboards and custom analytics
Why CallTower
Choosing the right contact centre partner is as important as choosing the right technology.
CallTower combines deep contact centre expertise, certified partnerships, and a people-first approach to help organisations design, support, and evolve their contact centre environments. We work alongside your teams to reduce complexity, minimise risk, and ensure solutions perform in real-world operations.
With CallTower, you gain a trusted partner focused on helping your contact centre perform better today and adapt confidently for what’s next.
On-Demand Expertise Through Staff Augmentation
If you need specialised expertise for a specific initiative, our certified contact centre experts are available to support your team through staff augmentation.
This approach allows your organisation to:
- Access specialised skills when needed
- Support special projects and deployments
- Scale resources during peak demand
- Avoid the cost and effort of permanent hiring
Our experts work alongside your team to support short-term needs or long-term initiatives.
Managed Services You Can Rely On
Our Managed Services offering provides 24/7, full-service support for contact centres of any size. We manage your systems and communication channels so you can stay focused on running your business.
On-premises and cloud solutions
Workforce Management systems
Unified Communications
Customer co-management
Complete management
Contact centre upgrades and optimization
Proactive and reactive system monitoring
Issue resolution and ticketing systems
24/7/365 availability
Change management and follow-up
Personalized service management and technical support
Support Focused on Customer Satisfaction
You can rely on our personalised approach to customer service excellence, built around proactive support, deep expertise, and long-term partnership.
