Packet Island Introduces Outsourced VoIP Support Service for VoIP service providers
April 3rd, 2007 - Posted in VoIPPacket Island today announced the launch of its VoIP Lifecycle Management (VLM) Service, a complete set of outsourced processes, expertise, and products, to enable VoIP service providers deliver carrier-grade service and support to their SMB customers.
This service is built around Packet Island’s PacketSmart, a Software-as-a-Service (SaaS) solution and purpose-built micro-appliances that enable VoIP service providers and VARs to pre-assess SMB networks for VoIP readiness, verify deployments, and provide a continuous VoIP monitoring service to ensure carrier-grade service levels.
The Packet Island VLM service will allow a VoIP service provider to outsource their entire Tier-2 VoIP support to Packet Island at a fraction of the cost it would take to setup a similar in-house infrastructure. The service, which is highly customizable and managed by an assigned Packet Island VLM support manager, will offer the following features and benefits:
# Assessment tools, reports, and training for every channel partner to pre-assess every prospective customer network
# Permanently deployed monitoring device for every SMB customer with over 10 lines
# Assistance to channel partners in interpreting assessment results
# Deployment verification and baseline snapshots post installation
# Monthly SLA monitoring, and data interpretation
# Access to Packet Island’s deep VoIP expertise in SMB network troubleshooting
In addition to the above features and benefits, perhaps the greatest benefit the new VoIP Lifecycle Management Service will offer an organization is the ability to literally create the process and procedure for delivering carrier-grade VoIP support overnight.
“We see a growing need in the market today for a solution that will address both the complexity of VoIP Lifecycle Management and the rising concerns of affordability. One of the common problems we see today is that VoIP providers, in their pursuit of market share, focus a lot on the sales side of the equation and forget to plan and operationalize the support side. This often leads to poor service experience and high customer churn. Service providers have now come to the realization that to deliver carrier grade service they need the infrastructure to manage the entire lifecycle of a VoIP customer engagement from pre-sales to in-service. With our VLM service offering, we bring together a complete package consisting of world class expertise, award winning products, and a comprehensive support process, using an outsourced model that costs a fraction of what it would to set up an in-house support infrastructure.â€, says Matt Edington, Packet Island’s Director of Sales.
About Packet Island
Founded in 2004, Packet Island Inc. is a venture-backed company located in Santa Clara, California. Since its founding, Packet Island has pioneered the development of award-winning SaaS-based solutions for managing multi-site converged media networks. More information can be found at http://www.packetisland.com
Source: Packet Island