Spanlink Unveils Cisco Collaboration Monitoring Service

Cisco contact center and customer collaboration solutions partner Spanlink Communications has unveiled a new support and managed services offering called OnGuard, which provides maintenance, proactive monitoring and managed services for Cisco collaboration and contact center solutions. The new offering is designed to minimize risk and maximize uptime for contact centers and businesses of all sizes. Here are the details.

Spanlink primarily designed OnGuard to monitor and maintain Cisco solutions and third-party applications that integrate into the Cisco environment. There are two levels to Spanlink’s OnGuard Managed Services offering: Maintain and Manage. The base level of OnGuard, Maintain, is made up of services and products that work together to keep a customer’s communication solutions up and running. OnGuard Maintain can be combined with with add-on options from OnGuardManage, which the company described as the a la carte level. Both levels work together to either augment IT staff or reduce their operating expenses, Spanlink said.

Spanlink’s OnGuard Managed Services offering provides the following key features to customers:

  • Support -- If something goes wrong, Spanlink serves as the single provider contact. The engineer who answers the call stays on the case until the issue is resolved. Level 1 severity issues are typically addressed within an hour of the initial call, according to the company.
  • Communication -- OnGuard has automated systems that keep all parties informed when tickets are open, ensuring the appropriate people know exactly what is happening as Spanlink addresses an issue.
  • Issue prevention -- Spanlink is a Cisco integrator with technology that can catch errors before they cause outages and downtime.
  • System optimization -- OnGuard can identify areas for recommended improvements, help manage capacity and plan for the future.
"We’ve spent the last ten years building a legacy of customer-first support services for Cisco contact centers of all types," said Spanklink Executive Vice President of Engineering and Operations Mark Langanki in a statement. "OnGuard is a culmination of our technical expertise and acute understanding of the customer experience. We are fully invested in the success of our customers’ Cisco solutions, and OnGuard helps us protect this investment."

Spanlink has a 95 percent customer retention rate and is recognized by Cisco for Customer Satisfaction Excellence with a 4.75 out of 5 rating in customer satisfaction on each support case, according to the company.
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