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

Evaluate and compare performance to desired outcomes, including evaluating status of any open issues.

Best Practice Reviews

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

Collaborative Guidance

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


Moves / Adds / Changes

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

Real-time Voice Quality Monitoring (upcoming)

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. Enhanced 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

Aspen 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.

Our Enhanced Care Team

Our support team is primarily 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.

For more information or to request a complementary consult.