Solutions & Services
Viacomms Telecom recognizes customers do have ample choices where to buy from and who should service and maintain their telephony and contact center systems. Therefore, we take it seriously to set ourselves apart from dozens of companies that sell telephony systems and/or offer traditional telephony maintenance contracts. This is made possible because our business culture is agile and revolves around providing prompt and superior support services, and our experienced employees are passionate and empowered with the mission to fully satisfy our valued customers and make Viacomms the local Partner-of-Choice for voice mission-critical applications. Viacomms Telecom provides communications solutions, contact center, and related professional support services including but not limited to:
- Supply, Implementation, and Maintenance of Unified Communications Solutions from Mitel (Canada)
Mitel is the business communication experts powering more than 2 billion connections every day, including over 33 million daily cloud connections. Mitel help companies connect, collaborate and take care of their customers anywhere, anytime, over any device. With over 40 years of experience providing business communication solutions, more than 60 million users in 100 countries have entrusted Mitel with their communication needs. It’s why Mitel holds the #1 market share as leaders in Europe, the Middle East and Africa and why Garter has recognized Mitel as a Leader in Unified Communications. Offering the best path to the cloud has made Mitel the fastest-growing global cloud communication provider in the world.
- Supply, Implementation, and Maintenance of Contact Center Solutions from Genesys (USA)
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. Genesys is the only Global Leader in Customer Experience solutions both in the Cloud & On-Premise. For over 25 years, Genesys have put the customer at the center of all they do, and passionately believe that great customer engagement drives great business outcomes.
Genesys provides customers with a completely customized Contact Center solution that will satisfy all their business needs. Genesys all-in-one contact center provides standards-based, multichannel software platform to blend all media types with your business systems. Real time and historical information organize the service experience in a seamless and expedient manner. The Customer Interaction Center solution allows your contact center to take a highly personalized, all-in-one approach to customer care. This lets you better anticipate — and exceed — customer expectations.
- Deploying Enterprise Voice with Skype for Business from Microsoft (USA)
Microsoft’s Skype for Business is an enterprise-level messaging platform that gives customers two choices for deployment: on-site deployment (or on-premises), and a cloud-hosted option through Microsoft’s Office 365 Enterprise offering. Viacomms team is experienced in integrating Avaya Aura Infrastructure with Microsoft Skype for Business (Microsoft Office 365).
- Supply of Open Standard SIP-based products from Grandstream (USA)
Our solutions from Grandstream offer broad interoperability with the majority of 3rd party SIP products on the market including Mitel, Avaya, Cisco, Microsoft Lync, BroadSoft, Denwa, Ericsson, OnSIP, Telinta, PortaOne, Senso Telecom, Sonus, Huawei, Alcatel-Lucent and many more. The solutions include Basic and Advanced SIP Phones, IP Video Phones, Video Conferencing and IP Video Cameras.
- Maintenance (SLA) of Avaya Systems (Avaya Aura, Avaya Contact Center, IP Office, ACCS and IPOCC)
Viacomms proactive support approach includes regular onsite maintenance, troubleshooting, unlimited telephone and remote support, 24/7 remote monitoring and unlimited time during the customer visit. A nominated Viacomms senior certified specialist / expert (Avaya Certified Integration Specialist & Avaya Certified Solution Specialist) will be assigned to perform regular monthly site visits for general preventative maintenance and customer liaison. Our team of skilled engineers enables us to provide comprehensive maintenance coverage of the whole Avaya Enterprise Team Engagement Solutions & Avaya Customer Engagement Solutions including the integration with third party components. In addition, a spare-parts provision is available as part of the service contract or as an optional item purchased individually, whenever required.
- Outsourcing On-Site Resident Technical Staff
Depending on customer’s requirements, Viacomms can provide either partial or full outsourcing of our onsite technical support team that looks after telephony and contact center infrastructure. The outsourcing may include admin staff, data entry, operators, technicians, engineers, senior engineers, specialists, experts and consultants. Viacomms ensures the staff is fully trained, certified and competent to maintain the customer’s systems at the best level. In addition, Viacomms is responsible for the staffing level required for smooth operations, which may include replacement of staff during leave for whatever reason. Effectively, the customer will be able to focus on their core business and no longer worry about staffing or training of telecom staff.
- Software Support Assurance Subscriptions from Mitel & Genesys
In keeping up with the latest features and in order to maximize the current investment in telephony systems and contact center technologies, customers must maintain up-to-date software releases which will help them to stay competitive, improve operational efficiency, and empower employees to be more productive. Performing regular software upgrade can be costly unless customers take advantage of the manufacturers Software Release Subscriptions which provides timely access to the latest software updates for major, minor, and maintenance releases, as well as online tools and communities that help customers solve issues quickly. In the long run, customers will greatly benefit from such programs that will help them to stay up to date by getting the latest product enhancements whenever available, stay protected during the term of the subscription, stay cost effective instead of doing repeat purchases of new software or individual upgrades, and stay productive by simplifying the process of planning, buying, deploying, and maintaining upgrades.
- Systems Migrations, Upgrades & Expansions
In today's changing economic and technology environment, maintaining an up-to-date communications system is more important than ever. Viacomms works closely with customers to ensure that they can continually maximize their communications investments by being able to upgrade their current infrastructure to accommodate new changes, such as migrating from TDM systems (digital and analog) to IP systems, moving software release to the latest version to enable new productivity features, and expanding the number of subscribers to accommodate company's expansion and growth plans. Depending on what release customers are on, Viacomms will facilitate eligibility for either upgrade or migration pricing through the Software Investment Protection Policy programs.
- Worldwide Aura Alliance Support Services
An easy way for multi national customers to deploy Avaya systems, ensuring consistent pricing, quality, and uniform SLA’s wherever they have offices. The Aura Alliance is the largest Avaya-endorsed global alliance, covering 100+ countries with over 3,000 Avaya-accredited individuals and global “follow the sun” proactive monitoring.
- Customer Service Automation Solutions from SESTEK
SESTEK (Speech Enabled Software Technologies) is a speech and communication technology company operating since 2000 as the market leader in Turkey with its best-in-class products. SESTEK’s state-of-the-art product range includes Voice Biometrics Solutions (Forensic Voice Analysis, Vocal Passphrase, Blacklist Identification, Speech Enabled Password Reset, Verification On-the-Go) Natural Dialog Solutions (Speech Enabled IVR, Chatbot, Virtual Assistant); Voice of the Customer Solutions (Speech Analytics, Automated Quality Management, SocializerVox); Core Technologies (Text-to-Speech, Speech Recognition, Speech-to-text, Natural Language Processing).