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VITAL Network Services And VoiceRite Join Forces To Deliver An End-To-End Management Solution For Customer Service Organizations Utilizing Cisco Unified Contact Center Technologies
TAMPA, Fla. and FT. LAUDERDALE, Fla. -- February 21, 2011 -- VITAL Network Services, Inc. (VITAL) and VoiceRite, Inc. today announced a partnership whereby the companies will deliver a single, integrated Unified Communications (UC) Management Solution for customer service organizations using Cisco® Unified Contact Center technologies, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Customer Voice Portal (CVP) and Cisco Intelligent Contact Management (ICM). This new partnership gives organizations with difficult or complex contact center environments a comprehensive solution for ongoing operation backed by certified experts in unified communications, contact centers and the underlying foundation network.
Under this partnership, VoiceRite will operate as an extension of VITAL’s network operations and technical support team to deliver Tier 2 and 3 engineering support for issues related to Cisco UCCE, CVP and ICM. In additional to using integrated processes between the two companies, VoiceRite will utilize VITAL’s trouble ticketing system and network management platforms to eliminate redundancies and ensure a seamless customer experience.
"Partnering with VoiceRite to expand our Unified Communications Management offering made perfect sense," commented John Koehler, president and CEO of VITAL. "Not only is VoiceRite’s Cisco Contact Center expertise a natural complement to our UC Management solution, but their business model allows us to continue offering best-of-breed solutions to our reseller, integrator and service provider partners without competing with them."
As a result of this partnership, VITAL is introducing two new modules to its UC Management service: Remote Contact Center Management and Support, and Remote Contact Center Change Support. These optional modules may be added to VITAL’s standard UC Management service to create a single, end-to-end solution that delivers 24/7 operational support for the entire Cisco UC and contact center environment as well as a number of popular applications that run on it.
"The cost of downtime to a Contact Center can be very expensive," said Marc Thomas, president of VoiceRite. "VITAL’s visibility into device, system and application operation and performance, as well as circuit issues, will allow us to troubleshoot and diagnose issues affecting the contact center more rapidly – resulting in improved availability and faster ROI for customers."
Pricing and Availability
The new Contact Center service modules are available immediately and are being marketed actively to resellers, systems integrators and service providers designing, selling and installing Cisco UCCE, CVP and ICM solutions. Pricing varies based upon the configuration complexity and applications being supported.
VoiceRite delivers a portfolio of professional services and products for Unified Contact Centers, IT, and telecommunications. VoiceRite enables easy and effective management of availability, performance, service levels and support processes for complex contact centers. The company's Remote Management Service delivers the high-quality unified contact center monitoring, maintenance and support that organizations rely upon to ensure the availability of their vital customer contact centers. For more information, go to http://www.voicerite.com.
About VITAL Network Services
VITAL Network Services (http://www.vital-ns.com), a service-only, multivendor support provider headquartered in Tampa, Florida, delivers industry-leading network support services to integrators, value-added resellers, distributors, and carriers. The company’s comprehensive portfolio of LAN/WAN, unified communications, wireless, server, and managed broadband-based VPN solutions address all facets of the network lifecycle including network design and planning, integration, maintenance, and proactive monitoring/management.