Managed Services
Industry-Leading Support & Managed Services
Customer service is a top priority here at InflowCX. That’s why we offer flexible maintenance and support plans to provide you with around-the-clock support and frequent assessments to keep your system operating at peak performance.
InflowCX is proud to offer a variety of support and managed services. Please take the time to explore the following options, or contact us if you need help determining which services would best meet your organization’s needs.
We also offer comprehensive Managed Services Training.
Genesys Cloud CX Managed Services
This cloud-based customer experience management solution helps businesses deliver consistent, omnichannel customer experiences. This solution offers a suite of tools and features to help businesses manage customer interactions, including customer journey mapping, omnichannel routing, and contact center management, as well as an analytics package.
With Genesys Cloud CX Managed Services, businesses can benefit from: • Improved customer satisfaction and retention
• Increased operational efficiency
• Reduced contact center costs
• Access to expert customer experience management resources
| Feature | Standard | Premium | Elite |
|---|---|---|---|
| Administration | |||
| Technical Onboarding & Training: Admin, Supervisor, Agent | ✓ | ✓ | ✓ |
| Dedicated Cloud Team for Support: Phone & Web (5AM – 5PM PST M-F) & Emergency After Hours (24×7) | ✓ | ✓ | ✓ |
| Incident Response Management (escalating and communicating on system-level issues) | ✓ | ✓ | ✓ |
| Moves, Adds, Changes, Deletes (MACD) | ✓ | ✓ | ✓ |
| Assigned Primary Point of Contact | ✓ | ||
| Insights | |||
| Performance & System Report (Quarterly & Annual) | ✓ | ✓ | ✓ |
| New Feature Summary (Quarterly) | ✓ | ✓ | |
| Contact Center Check-Up (Annual) | ✓ | ✓ | |
| Technology Configuration Assessment (Annual) | ✓ | ||
| KPI Review (Quarterly) | ✓ | ||
| Value Adds | |||
| Customer Success Manager (assigned to Team Lead) | ✓ | ✓ | ✓ |
| Monthly Live User Training & Admin Training Webinars | ✓ | ✓ | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ | ✓ | ✓ |
| Professional Voice Talent | ✓ | ✓ | ✓ |
| Conversation Analytics & Insights Trial | ✓ | ✓ | ✓ |
| Custom Music On-Hold | ✓ | ✓ | |
| Discount on Professional Services (including Technical Account Team) | 10% | 25% |
Five9 Managed Services
One of the biggest benefits of using an MSP is the increased flexibility it provides. With Five9, you can easily scale up or down as your business needs change, without having to worry about the underlying infrastructure. This can save you a lot of time and money over the life of the software implementation.
| Feature | Standard | Premium | Elite |
|---|---|---|---|
| Administration | |||
| Technical Onboarding & Training: Admin, Supervisor, Agent | ✓ | ✓ | ✓ |
| Dedicated Cloud Team for Support: Phone & Web (5AM – 5PM PST M-F) & Emergency After Hours (24×7) | ✓ | ✓ | ✓ |
| Incident Response Management (escalating and communicating on system-level issues) | ✓ | ✓ | ✓ |
| Moves, Adds, Changes, Deletes (MACD) | ✓ | ✓ | ✓ |
| Assigned Primary Point of Contact | ✓ | ||
| Insights | |||
| Performance & System Report (Quarterly & Annual) | ✓ | ✓ | ✓ |
| New Feature Summary (Quarterly) | ✓ | ✓ | |
| Contact Center Check-Up (Annual) | ✓ | ✓ | |
| Technology Configuration Assessment (Annual) | ✓ | ||
| KPI Review (Quarterly) | ✓ | ||
| Value Adds | |||
| Customer Success Manager (assigned to Team Lead) | ✓ | ✓ | ✓ |
| Monthly Live User Training & Admin Training Webinars | ✓ | ✓ | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ | ✓ | ✓ |
| Professional Voice Talent | ✓ | ✓ | ✓ |
| Conversation Analytics & Insights Trial | ✓ | ✓ | ✓ |
| Custom Music On-Hold | ✓ | ✓ | |
| Discount on Professional Services (including Technical Account Team) | 10% | 25% |
Zoom Managed Services
Zoom is one of the most widely recognized customer interface programs. Building a customer interface platform with Zoom Managed Services can have many benefits, including:
– Reduced IT costs
– Increased staff efficiency and productivity
– Improved security for your customers and your organization’s data
– Increased ROI
Zoom One
| Feature | Premium |
|---|---|
| Administration | |
| Technical Onboarding & Training: Admin, Supervisor, Agent | ✓ |
| Dedicated Cloud Team for Support: Phone & Web (5AM – 5PM PST M-F) & Emergency After Hours (24×7) | ✓ |
| Incident Response Management (escalating and communicating on system-level issues) | ✓ |
| Moves, Adds, Changes, Deletes (MACD) | ✓ |
| Insights | |
| Performance & System Report | ✓ |
| Value Adds | |
| Customer Success Manager (assigned to Team Lead) | ✓ |
| Monthly Live User Training & Admin Training Webinars | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ |
| Professional Voice Talent | ✓ |
Zoom Contact Center
| Feature | Standard | Premium | Elite |
|---|---|---|---|
| Administration | |||
| Technical Onboarding & Training: Admin, Supervisor, Agent | ✓ | ✓ | ✓ |
| Dedicated Cloud Team for Support: Phone & Web (5AM – 5PM PST M-F) & Emergency After Hours (24×7) | ✓ | ✓ | ✓ |
| Incident Response Management (escalating and communicating on system-level issues) | ✓ | ✓ | ✓ |
| Moves, Adds, Changes, Deletes (MACD) | ✓ | ✓ | ✓ |
| Assigned Primary Point of Contact | ✓ | ||
| Insights | |||
| Performance & System Report (Quarterly & Annual) | ✓ | ✓ | ✓ |
| New Feature Summary (Quarterly) | ✓ | ✓ | |
| Contact Center Check-Up (Annual) | ✓ | ✓ | |
| Technology Configuration Assessment (Annual) | ✓ | ||
| KPI Review (Quarterly) | ✓ | ||
| Value Adds | |||
| Customer Success Manager (assigned to Team Lead) | ✓ | ✓ | ✓ |
| Monthly Live User Training & Admin Training Webinars | ✓ | ✓ | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ | ✓ | ✓ |
| Professional Voice Talent | ✓ | ✓ | ✓ |
| Conversation Analytics & Insights Trial | ✓ | ✓ | ✓ |
| Custom Music On-Hold | ✓ | ✓ | |
| Discount on Professional Services (including Technical Account Team) | 10% | 25% |
RingCentral Managed Services
RingCentral managed services are designed to be scalable so they can grow with your business. This is ideal if you’re expecting your business to grow in the near future.
With InflowCX’s managed services, you’ll have access to 24/7 support from experienced professionals. This can be helpful if you have any questions or run into any problems.
| Feature | Premium |
|---|---|
| Administration | |
| Technical Onboarding & Training: Admin, Supervisor, Agent | ✓ |
| Dedicated Cloud Team for Support: Phone & Web (5AM – 5PM PST M-F) & Emergency After Hours (24×7) | ✓ |
| Incident Response Management (escalating and communicating on system-level issues) | ✓ |
| Moves, Adds, Changes, Deletes (MACD) | ✓ |
| Insights | |
| Performance & System Report (Quarterly & Annual) | ✓ |
| Value Adds | |
| Customer Success Manager (assigned to Team Lead) | ✓ |
| Monthly Live User Training & Admin Training Webinars | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ |
| Professional Voice Talent | ✓ |
Mitel Managed Services
Mitel Managed Services is a comprehensive suite of services that helps businesses simplify and maximize their communications infrastructure. From managing hardware and software to providing support and maintenance, Mitel Managed Services can help businesses stay up-to-date and running smoothly.
The service also offers a variety of features, such as cloud-based call routing, mobile device management, and scalability. In addition, Mitel Managed Services also provides an intuitive user interface and a comprehensive analytics platform. With this platform, businesses can track usage and performance and monitor performance and usage trends. This helps to identify areas of improvement, as well as areas of potential savings. Customer service is a top priority here at InflowCX. That’s why we offer flexible maintenance and support plans to provide you with around-the-clock support and frequent assessments to keep your system operating at peak performance.
| Feature | Standard | Premium |
|---|---|---|
| Phone & Web Portal (5AM – 5PM PST M-F) & Emergency After Hours Support (24×7) | ✓ | ✓ |
| Customer Success Manager | ✓ | ✓ |
| Brightmetrics (including pre-built reports & dashboard templates) | ✓ | ✓ |
| Software Updates and Guaranteed Next Business Day Support | ✓ | ✓ |
| Full Access to InflowCX’s Customer Knowledge Portal | ✓ | ✓ |
| InflowCX Cloud Backup Services | ✓ | ✓ |
| Professional Voice Talent | ✓ | ✓ |
| Advanced Hardware Replacement (phone coverage optional) | ✓ | ✓ |
| Discount on Professional Services | 15% | |
| Remote Moves, Adds, and Changes | ✓ | |
| Telephone Carrier Liason Services | ✓ | |
| Inflow System Restoration Service | ✓ |