1 Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can be risky, not to mention costly. Often, technologies designed to increase productivity in an organization actually slow it down because your systems voice, video, messaging, and presence don t talk to one another. If you re spending too much time managing your devices instead of your business, or if you are dedicating too many valuable internal resources migrating to a UC platform, maybe it s time to talk to Continuant about Continuant Managed Services.
2 Continuant Managed Services For nearly two decades, Continuant has set the gold standard for customer care providing expert engineering and technology solutions to deliver maximum uptime that s just a phone call away. Today, Continuant Managed Services brings that same laser-sharp focus on keeping your systems connected, secure, and communicating with one another, regardless of whether you are working with a single vendor platform or many vendors and technologies. Our unsurpassed dedication to customer service has resulted in a Continuant s receiving a Net Promoter Score of 87, a score that ranks among the best-in-class global companies and service leaders such as Nordstrom and USAA. NPS scores that fall between 50 and 80 percent are considered exceptional in most industries.continuant s score was between 110 and 175 percent higher than scores considered exceptional in most industries. GMA Research Corporation If you are ready to migrate to a UC platform whether that migration occurs in stages, over time, or all at once Continuant Managed Services can help you get there. We offer customized solutions to meet your specific business goals solutions that deliver a clear and powerful return on investment. We consistently embrace industry best practices, combining ITIL methodologies, a highly skilled engineering staff, automated tools, and a passion for excellence in customer care to create an industry-leading customer experience. We employ proactive, performance-based monitoring and management, which helps us identify and resolve issues fast faster than our closest competitors while keeping you informed of what our top-tier engineers are doing to address your issues via your MyContinuant portal.
3 Five Reasons to Choose Continuant Managed Services A primary challenge for the enterprise today is managing multiple platforms or vendors. Today, according to Gartner Research, fewer than 10 percent of all enterprises use a single vendor for their entire UC suite. If you re in the other 90 percent, we suggest five key reasons for you to select Continuant as your trusted partner in delivering the expert maintenance, support, and managed services for multi-vendor environments that you need to move forward with your UC plans. We make complexity easy. Our expertise in all aspects of enterprise communications makes Continuant Managed Services the natural choice for companies looking at migrating to an oftencomplex UC environment. Everyone on our team, from dedicated Account Managers to our certified experts on our technical and engineering team, works together to make your transition to UC as easy as possible. We customize solutions to your business. No matter what industry or business you re in, our Strategy and Design team will work closely with you to develop and implement a customized solution that meets your specific needs and requirements. We will review and evaluate your current communications assets in light of your long-term goals and then work with you to determine a plan that s right for you. We keep you connected. Downtime costs you money and momentum. With industry-leading SLAs and guaranteed time to restore, Continuant Managed Services offers what few others can provide: superior incident management. We are dedicated to restoring normal service operations to our customers as quickly as possible while minimizing any adverse impact to their business operations. A key part of your customer experience is the ability to see service resolution in action. Your MyContinuant portal allows you to look directly into the services we are providing to each site, including VoIP session key performance indicators, system alarms, web service performance, network usage, and much more. We ve got the expertise to get the job done. Our technical professionals including cyber-security experts, experienced Tier 3 engineers, and IT professionals bring years of experience in voice and data to the enterprise. We ve invested in technology so you don t have to. We provide a dedicated 24/7 staff of engineers with OEM certifications to provide across-the-board UC technical support. We have the right people on our team to help you navigate the complex Unified Communications landscape, regardless of the challenge facing your enterprise. We offer a single point of contact. In an era of phone trees and voice mail jail, Continuant has pioneered the SINGLE POINT OF CONTACT. This dedicated Account Manager understands your business, your systems, and your technology goals, and works proactively on your behalf to ensure that you can keep your focus where it belongs: your business. Are you ready to put the power of the service leader to work for you?
4 Strategy and Design If you re looking for a way to bridge the gap between enterprise telephony and Unified Communications or simply seeking to improve productivity throughout your enterprise, look no further than Continuant Managed Services. Whether you ve been a Continuant customer for years, or you are looking at us for the first time, we can offer your business the tools you need to move into the future of communications with our unparalleled Strategy and Design team. This multidisciplinary team has the knowledge of business and the expertise in systems to help unlock the potential that truly seamless unified communications can bring to your enterprise. Finally, we will implement the plan which includes verifying the solution and making sure it works smoothly throughout your enterprise. Through our Continuant University, we offer training as needed. As a first step, we embark on a process we call Discovery and Analysis. This includes learning all about your business and the competitive landscape surrounding it. It also encompasses taking an inventory of your existing equipment and carrier, understanding your overall business goals, and then analyzing the results. We then work with you to develop a plan, including project timeline, network and technology modifications, and financial considerations such as Return on Investment (ROI) and Total Cost of Ownership (TCO). Strategy and Design Services Discovery & Analysis Architecture & Design Implementation Deployment Training
5 UC Monitoring Services Monitoring and protecting your network is another vital aspect of Continuant Managed Services. You can choose all or just choose some of the services you need the choice is yours. Real-time Fault Management Real-time Fault Management helps you stay informed about any outages on your managed equipment. We provide automated alarm notification and troubleshooting updates and notify you by phone in real time if any outages occur. You also have the option to receive real-time status updates through your MyContinuant portal, and can reinforce integration through ebonding services. Infrastructure Performance Monitoring This service is critical to maintaining the maximum uptime of your network. We not only keep you informed about the status and performance of all of the applications and devices on your network; we also evaluate the constant stream of status updates regarding your network s well-being. We are able to notify you of critical events often before they affect your network s performance. Because bandwidth and consumption are key factors that affect infrastructure performance, we offer a Flow-based Technology Management service that utilizes specific traffic flow models to discover capacity and usage throughout your UC enterprise by analyzing data by virtual server, device, and application. By tracking these events in real time, our expert engineers can respond rapidly and escalate your issue before it causes any disruptive downtime. IP Monitoring Through Simple Network Management Protocol (SNMP), Windows Management Instrumentation (WMI), and Syslog monitoring, we help you track, view trends, and increase the visibility of faults on your network elements. TDM Monitoring Continuant can program your TDM-based telephone systems to send alarms to our Network Operations Center (NOC) over the Public Switch Telephone Network (PSTN). We maintain security on these PSTN lines by providing an additional layer of authentication. Backup and Recovery Services We prepare you to deal with emergencies and crises by routinely backing up your equipment. To allow for quick recovery, we regularly save configurations to your SAS, SFTP, or other identified server.
6 Incident Management Services Research shows a nearly 30 percent drop in a company s ability to generate revenue every time there s a system outage. Our industry-leading SLAs with 2-4 hours Time to Restore delivers consistent uptime for your business. In the time it takes for other service providers to RESPOND the industry average is 2-4 hours the experts at Continuant can and will get you up and running again through remote or onsite incident management. Remote Incident Management When you need to protect your UC infrastructure, why not let the experts at Continuant keep you protected? Through Remote Incident Management services, we offer rapid identification, resolution, and root cause analysis of errors and outages. Once we ve identified the root cause of the outage, we are able to quickly notify you and take corrective actions to prevent future occurrences, including a comprehensive view of the incident and its resolution. Hardware Replacement If and when the need arises, we are able to immediately replace the hardware on the most critical elements of your infrastructure. We stock all critical components, allowing us to quickly replace any failed hardware. On-site Incident Management If you need a technical resource at your facility, we will arrange to have one of our 1500 partner affiliates visit your site. These partner field technicians can help our team of Tier III experts perform diagnostics and troubleshooting, and, ultimately, resolve the problem.
7 UC Support Services Ready to put the power of a UC solution to work for you? Continuant offers a range of UC support services to ease the transition and migration to a UC suite. Staff Augmentation As technology continues to evolve, many businesses are finding it hard to justify hiring specialized technical staff. When you work with Continuant, we give you the option of augmenting your existing technical staff with our expert engineers that we make available to you 24/7/365, delivering across-the-board support. The choice is yours: You can either supplement existing staff or replace existing technical resources with our team of IT experts. Helpdesk Services We also offer you the option of submitting your Tier 1 user support tickets to our IT Helpdesk. This service allows for direct resolution of end user questions and calls, centralized dispatch, tracking and tracing, call escalation, and self-help. Our IT Helpdesk will perform activities required to assign, maintain, secure, and support your company s user hardware (desktop, laptop, and other mobile devices). Capacity and Inventory Management If you need outside resources to manage your network s physical and virtual elements, Continuant Managed Services offers Capacity and Inventory Management, helping you cut costs by identifying capacity thresholds and recommending the removal or addition of licenses, ports, and equipment. This service is designed to help you transition to future technologies more cost-effectively than you ever thought possible. Lifecycle Management We can help you determine whether your system needs, and would benefit from, manufacturerrecommended upgrades and patches. In some cases, we may find that patches or upgrades make no sense for a company that is in the process of changing to a different OEM or system. In other cases, we may recommend the upgrade or patch as a way to keep your system operating smoothly until you determine the time has come to purchase or lease new equipment or systems. Remote MACD Working with us allows you to enter MACD requests into your MyContinuant portal, or by placing a request with your Account Manager. This way, you can direct our remote engineers to get the job done without disrupting your day-to-day activities.
8 UC Support Services Ready to put the power of a UC solution to work for you? Continuant offers a range of UC support services to ease the transition and migration to a UC suite. Carrier Services Management When you re frustrated by problems with your carrier, you may think you have no options. But when you assign the management of your carriers to the Carrier Services experts at Continuant, we handle the relationship so you don t have to from the management of resources to the monitoring that is key to your communications functions. We offer a range of carrier services: Documentation of carrier contracts Opening and management of trouble tickets Coordination of troubleshooting of carrier providers services (circuits, trunks, etc.) PSTN service & gateway monitoring VoIP QoS monitoring (SIP) IP-to-PSTN QoS monitoring Network Assessment Let our experts help you optimize the performance of your network and maximize uptime and get your organization ready to deal with changes in capacity and infrastructure. From conducting periodic evaluations and stress testing to diagramming your network, we can accurately predict how your network will respond to most situations. Network Security Is your network secure? A security breach could cost you customers and revenue. To protect your entire enterprise, consider us your partner in developing a fully integrated security solution, using the most up-to-date, powerful IT security tools. These include Unified Threat Management (UTM) and a full range of network, web, , wireless, and endpoint protections. In addition, we offer Mobile Control for device management and mobile security. Mobile Control allows your company to perform several key functions for both personal and corporate devices: Register device(s) Utilize remote wipe Enable mobile security Enforce compliance Enable and mobile app checking and management. Continuant Managed Services can help you increase the productivity of everyone in your enterprise. Whether you need our complete suite of services or help with one or more services, consider us a partner you can trust, whether you are planning or implementing a migration from telephony to UC. The choice is yours.
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