Managed Services Packages
Industry-Leading Support & Managed Services
Customer service is a top priority here at Amplix. 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.
Amplix 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.
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
| FEATURES | 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) Our team will analyze how your system and our services are performing to fulfill your business objectives. | |||
| Conversation Analytics & Insights Assessment | |||
| New Feature Summary (Quarterly) As your platform evolves, your Customer Success Manager will provide a summary of any new features available for your customer engagement platform and give personalized recommendations that align with your organization’s priorities. | |||
| Contact Center Check-Up (Annual) Once per year our consulting team will conduct an operational review and offer recommendations to improve efficiencies among your agents, technology, and internal processes. | |||
| Technology Configuration Assessment (Annual) Every year our team will compile a report of how your system was utilized, configured, and optimized to ensure you’re getting the most out of your technology investment. | |||
| KPI Review (Quarterly) How are your CX KPIs trending over time. With our quarterly KPI review, we will discuss license usage, abandon time, user count, queue time, and more to make sure your organization is on par with industry best practices. | |||
| Value Added | |||
| Account Manager (assigned to Team Lead) | |||
| Access to CXConnect: Our Customer-Only Networking Group Our premier invite-only networking group tailored exclusively for InflowCX customers. Through CXConnect, we aim to create an interactive platform where contact center leaders converge to foster engagement, collaboration, and continuous learning to remain at the cutting edge of industry advancements. | |||
| Professional Voice Talent | |||
| Custom Music On-Hold | |||
| Discount on Professional Services Technical Account Team |
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.
| FEATURES | 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) Our team will analyze how your system and our services are performing to fulfill your business objectives. | |||
| Conversation Analytics & Insights Assessment | |||
| New Feature Summary (Quarterly) As your platform evolves, your Customer Success Manager will provide a summary of any new features available for your customer engagement platform and give personalized recommendations that align with your organization’s priorities. | |||
| Contact Center Check-Up (Annual) Once per year our consulting team will conduct an operational review and offer recommendations to improve efficiencies among your agents, technology, and internal processes. | |||
| Technology Configuration Assessment (Annual) Every year our team will compile a report of how your system was utilized, configured, and optimized to ensure you’re getting the most out of your technology investment. | |||
| KPI Review (Quarterly) How are your CX KPIs trending over timei With our quarterly KPI review, we will discuss license usage, abandon time, user count, queue time, and more to make sure your organization is on par with industry best practices. | |||
| Value Adds | |||
| Account Manager (assigned to Team Lead) | |||
| Access to CXConnect: Our Customer-Only Networking Group Our premier invite-only networking group tailored exclusively for InflowCX customers. Through CXConnect, we aim to create an interactive platform where contact center leaders converge to foster engagement, collaboration, and continuous learning to remain at the cutting edge of industry advancements. | |||
| Professional Voice Talent | |||
| Custom Music On-Hold | |||
| Discount on Professional Services Technical Account Team |
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 Workplace
| FEATURES | 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 | |
| New Feature Summary (Quarterly) As your platform evolves, your Customer Success Manager will provide a summary of any new features available for your customer engagement platform and give personalized recommendations that align with your organization’s priorities. | |
| KPI Review (Quarterly) | |
| Value Adds | |
| Account Manager (assigned to Team Lead) | |
| Professional Voice Talent |
Zoom Contact Center
| FEATURES | 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) Our team will analyze how your system and our services are performing to fulfill your business objectives. | |||
| Conversation Analytics & Insights Assessment | |||
| New Feature Summary (Quarterly) As your platform evolves, your Customer Success Manager will provide a summary of any new features available for your customer engagement platform and give personalized recommendations that align with your organization’s priorities. | |||
| Contact Center Check-Up (Annual) Once per year our consulting team will conduct an operational review and offer recommendations to improve efficiencies among your agents, technology, and internal processes. | |||
| Technology Configuration Assessment (Annual) Every year our team will compile a report of how your system was utilized, configured, and optimized to ensure you’re getting the most out of your technology investment. | |||
| KPI Review (Quarterly) How are your CX KPIs trending over timei With our quarterly KPI review, we will discuss license usage, abandon time, user count, queue time, and more to make sure your organization is on par with industry best practices. | |||
| Value Adds | |||
| Customer Success Manager (assigned to Team Lead) | |||
| Access to CXConnect: Our Customer-Only Networking Group Our premier invite-only networking group tailored exclusively for InflowCX customers. Through CXConnect, we aim to create an interactive platform where contact center leaders converge to foster engagement, collaboration, and continuous learning to remain at the cutting edge of industry advancements. | |||
| Professional Voice Talent | |||
| Custom Music On-Hold | |||
| Discount on Professional Services Technical Account Team |
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 Amplix’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.
| FEATURES | 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 | |
| New Feature Summary (Quarterly) As your platform evolves, your Customer Success Manager will provide a summary of any new features available for your customer engagement platform and give personalized recommendations that align with your organization’s priorities. | |
| KPI Review (Quarterly) | |
| Value Adds | |
| Account Manager (assigned to Team Lead) | |
| 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 Amplix. 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.
| FEATURES | STANDARD | PREMIUM |
|---|---|---|
| Phone & Web Portal (5AM – 5PM PST M-F) & Emergency After Hours Support (24×7) | ||
| Account Manager | ||
| Brightmetrics (including pre-built reports & dashboard templates) | ||
| Software Updates and Guaranteed Next Business Day Support | ||
| Full Access to Amplix’s Customer Knowledge Portal | ||
| Cloud Backup Services | ||
| Professional Voice Talent | ||
| Advanced Hardware Replacement (phone coverage optional) | ||
| Discount on Professional Services | ||
| Remote Moves, Adds, and Changes | ||
| Telephone Carrier Liason Services | ||
| System Restoration Service |