Our end-to-end managed service offerings ensure that process automation and operational controls enable our customers to focus on mission activities, while lowering the threat profile and reducing costs.
Managed Infrastructure & Platform Services
Infrastructure Services include the core infrastructure capacity and services for compute, storage and network access needed to support systems’ requirements. Platform Services include systems engineering and integration technologies and environments to realize mission-enabling applications.
Managed End User Services
Managed end-user services with contact center through deskside support, delivering Tiers 0 through 3. ‘Shift-Left’ with our easily accessible, on-demand and highly automated user incident and request services that facilitates user self-help and resolution on first contact. Also offered are on-premise dispatch, depot, and walk-up service, as well as 24/7 contact support for any level, including VIP service.
Managed Unified Communications as a Service (UCaaS)
A fully managed UCaaS solution including the hosted backend UC service, end-user UC application and device provisioning, and end-to-end O&M. Our UC desktop and mobile device solutions provide a robust set of communication capabilities for enterprise messaging, presence technology, online meetings, team collaboration, IP telephony (VoIP) and video conferencing.
Managed Cybersecurity Services
DDoS protection, managed vulnerability capability (e.g., end-to-end management that includes scanning, prioritization and patching on behalf of the customer), DR and COOP, identity and access management, secure messaging gateways, secure web gateways, and web application firewalls.
Managed Low/No-code Services
Our combination of user- and non-user-facing service offerings and tools (e.g., ServiceNow, SalesForce, etc.) are part of our suite of capabilities ensuring the operation, maintenance, versioning, upgrade, enhancements, transformation, and modernization of applications to meet mission objectives.
Managed Engineering & Installation (E&I) Services
Our full lifecycle E&I services starts with detailed site surveys to evaluate physical layouts, network requirements, and environmental factors. Recommendations and deployment of new installations, upgrades, and optimizations for wireless and wired network performance, structured cabling and video walls are provided. Strong and structured Project Management and Engineering provide great customer outcomes.
What We Did
Our customer desired a managed service desk solution for end-user IT support. They were transitioning their on-premise contact centers and support to a centralized managed shared services mode to be more scalable, modernized, and expansive in terms of support provided. Additionally, deskside support was transformed to service tiers, including VIP service.
Outcome
Delivered an ITIL/HDI-based service desk that provided our customer with a Single Point of Contact (SPOC) solution on a cloud-based, FedRAMP certified automated call distribution platform.
- > 90% First Call Resolution Exceeding Customer Requirements
- 97% Customer Satisfaction Ratings
- 60% Increase in Efficiency with Searchable Knowledge Base articles and Interactive Customer Dashboards