Support & Managed Services
Our client is one of the leading telecommunications companies in the world, offering communications solutions to consumers and business internationally. Today they have a customer base of 259 million connections globally, and revenues of $60 billion in 2010.
Our client provides customer services functions from 2 locations, encompassing 1,500 people across a range of vertical markets and business segments.
In 2009, Capstone was awarded a multi-year Managed Service contract to deliver onsite and remote Managed Services across 22 complex Contact Centre and Unified Communications applications.
The contract provides for a team of onsite dedicated resources that are responsible for delivery of reactive and proactive support and project engineering, on-site internal helpdesk, bespoke application development, management information, and service engagement and management.
By outsourcing the above functions to Capstone, our client has benefitted from significant operational cost savings, in addition to delivering tangible increased value to the Customer Service operation through access to specialist onsite support resources. The application development work Capstone has undertaken has also enabled our client to benefit from improved Management Information Statistics and Reporting that allows the business to adapt to changing consumer trends such as retention, payment disputes, win-back etc.
