Aspen Enhanced Care

Collaborative Support For Contact Center Cloud Services

What’s Included

With Aspen Enhanced Care we provide ongoing contact center-centric support and guidance to an end to end customer contact center environment. A typical contact center solution will extend beyond just call routing to include related applications and services.  Enhanced Care is intended to provide a single point of support across an entire cloud contact center solution.

Ticket Management

Open tickets over email so the best available resource can respond over the right channel (voice, email, sms, slack)

Quarterly Business Reviews

Determine performance to desired outcomes including evaluating status any open issues. 

Best Practice Reviews

Collaborative guidance on how the applications are being used with recommendations.

Collaborative Guidance

Developing resources is a challlenge, our team will work with customers to guide and train over the shoulder.

 

Moves / Adds / Changes

Change requests as needed to supplement a customers existing team for users, scripts, and prompt management.  

Real-time Voice Quality Monitoring (optional)

Monitoring, notifications, and visualization of browser based voice communications.

What Is Not Included

  •  Building of new functionality not already implemented 
  • Deployment of new lines of business and contact flows
  • Contact Center Consulting and Roadmap Planning Engagements (optional)

 

 

 

* Enhanced Care is not meant to replace existing vendor support but rather provide an enhanced level of operational support by our Customer Experience focused team. Support Care is available either 8×5 or 24×7 with a 4-hour response SLA. Our goal is to provide operational support and guidance as an extension of a customer’s team.

 

** Coverage is based on agreed upon SLA and fees are a percentage of the monthly subscriptions that are to be supported. The monthly subscriptions supported can apply to the CRM / SM application in use, the contact center platform, workforce optimization solution and related services.

About Aspen TGI  

Aspen Technology Group Inc. is a US based provider of

customer experience solutions focused on end to end 

CRM and cloud contact center. We provide customer experience

consulting, high-touch deployments, and on-going support for all

products included in the end state solution. Customer experience

and continued partnership with our customers 

is a top priority for us.

 

 

Enhanced Care Team

Our support team is primarly based out of Colorado and is focused on contact center solutions. Each and every member of our team knows how important customer experience is to a successful operation.