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Strategic Call Center Technical Support Services
With inContact, you get strategic call center technical support you need to make sure your contact center operations are always running optimally. Whether you need help with a specific issue or you want proactive technical services, we are here to help.
inContact provides four levels of strategic call center technical support, plus optional proactive resources:
| Basic Support |
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Silver Support |
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Gold Support |
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Platinum Support |
| Ideal for the do-it-yourself crowd, who will use support during the inContact support hours (6 a.m. to 6 p.m. MST). | Perfect all around support package giving companies 24/7 access to technical support and an assigned representative. |
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Designed specifically for companies who need 24/7 support plus more personal attention of an assigned Associate Service Delivery Manager. |
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Everything Gold provides plus regional Service Delivery Manager representation with more personal support features. |
inContact Support Advantages
inContact is on the forefront of call center support and service methodologies, knowledge base tools and proactive support programs to ensure your inContact solution is providing you the greatest benefits. Here are some of the ways we focus on supporting you:
Rapid Resolutions - We manage the technology 24/7/365 for you so you don’t have to. We provide ongoing updates and upgrades, knowledge base site with information and training, single point-of-contact for each case, and use Adaptive Organization methodology to quickly resolve issues and communicate with our clients.
Pay-As-You-Go - The inContact support contract is not paid all up front or as a flat annual contract fee like many other vendors require. Our support programs are billed just like our contact center solution as part of your monthly inContact invoice.
Proactive Support - The optional Service Advantage Managers provide daily, weekly, monthly, quarterly and annual reporting and service calls – giving you the best practices for maintaining optimal performance with your inContact solution.
Service and Support Accountability - inContact provides exceptional service level agreements with 99.99% uptime, 80% of calls answered in 60 seconds or less, and for highest priority cases - we respond within 60 minutes with a mean-time-to-resolution of 4 hours and status reports every hour.
| Features | Basic | Silver | Gold | Platinum | |
| Product Updates | • | • | • | • | |
| First 30-Days After 'Go Live' | Silver Support for All New Customers | ||||
| Customer Service Portal / Knowledge-base Training Tools | • | • | • | • | |
| 24/7 Emergency & Outage Hotline | • | • | • | • | |
| Technical Support | |||||
| Online Case Submittal | • | • | • | • | |
| Email Technical Support | • | • | • | • | |
| Telephone Technical Support (Refer to Technical Personnel Access) | Bus. Hrs. (MST) | 24/7/365 | 24/7/365 | 24/7/365 | |
| Assigned Service Delivery Representative | • | ||||
| Assigned Associate Service Delivery Manager | • | ||||
| Regionally Located Assigned Service Delivery Manager with SDS Support | • | ||||
| Service Advantage (Optional) | |||||
| Assigned Service Advantage Representative | • | ||||
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We Are Here for You When You Need Us
Our call center technical support and service professionals are available 24/7/365.
| Technical Support Hotline |
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Technical Support Email |
| Call (800) 826-8028 |
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Click Here Email is monitored during business hours. |
