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.
Genesys Cloud CX Managed Services
| 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
| 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% |
NICE CXone Managed Services
| 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
| 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 | ✓ |
RingCentral Managed Services
| 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
| 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 | ✓ |