Proactive Contact/Predictive Dialing
Your Avaya Proactive Contact / Predictive Dialing System (PCS / PDS) is a critically important element to your contact center strategy. The Continuant PCS / PDS Maintenance Advantage Plan provides you with the solutions and support to assure that your PCS / PDS delivers consistent, reliable, optimized results.
20% Savings on PCS / PDS Maintenance
With Continuant, you will save a minimum of 20% off what you are paying today for PCS / PDS maintenance. Not only will your costs be substantially less, but you will receive better service. Continuant customers also have the option of adding services and solutions that are not available from our competitors such as remote monitoring of your PCS / PDS. With these programs you can stay within you existing maintenance budget and get more value for your dollar.
Real-Time Technical Support
At Continuant, our maintenance plans go beyond support for system issues. Our PCS / PDS engineers are available to you for any question that you might have. Whether you need some expert advice on how to make your campaigns more productive, or simply can’t remember which report contains the completion code information that you need, we’re just a phone call away.
Maximize System Uptime
Our PCS / PDS maintenance plan is structured to assures maximum uptime. With remote monitoring of PCS / PDS system alarms, our Network Operations Center identifies issues as they happen and immediately take action to quickly solve the problem. Continuant provides you with a fully functional backup hard drive containing a complete system image. If needed, this drive can be installed in minutes and full system functionality restored. None of our competitors’ maintenance programs include this solution.
Coverage Guarantee
We offer the highest service level guarantee in the industry. During coverage hours, Continuant engineers will prioritize and respond to critical system outages in less than 15 minutes. Our response to any of your other issues or questions is guaranteed within two hours, giving you consistent, reliable, optimized results.
Complete Parts and Labor Warranty
Continuant will repair or replace any failed component under coverage. Our PDS engineers average over 10 years of experience supporting the PCS / PDS and are able to quickly identify hardware issues and expedite replacement parts to resolve the issue.
Proactive Risk Analysis and System Evaluation
When you choose one of Continuant’s unrivaled PCS / PDS Maintenance Advantage Plans, your system is assigned both a Continuant Account Manager and a PCS / PDS engineer who work together to document, analyze and set up your system for maintenance. This analysis enables us to maximize uptime by proactively searching for steps that will prevent possible outages and ensure that potential risks are minimized.
Streamlined Service
From easy to read invoices to a single-point-of-contact for all of your PCS / PDS needs, Continuant makes it easy for our customers to do business with us.
Value-Add Optional Services
Continuant also offers several optional solutions, many of which are unique among competitive maintenance programs and are available exclusively from Continuant such as:
On Site Technical Training
Our training classes are designed to educate and equip your staff with the latest practical knowledge and information that they need to get the most out of your PCS / PDS investment. When added to your maintenance plan, you receive priority scheduling and minimize your tuition fees. Available training classes include: System Supervisor (4 days), Administration Manager (4 days), and Advanced System Supervisor Training (3 days)
Remote Professional Services
This time-saving service allows you to call on the Continuant PCS / PDS experts for professional services such as system configuration changes, list modifications, feature alterations, and many other services.
Intero Agent Desktop
Intero Agent Streamlines common agent commands and increases dialing effectiveness. Intero is simply the best agent desktop application available for the PCS / PDS, and it’s offered exclusively by Continuant.
Managed Critical Spares Kit
If your PCS / PDS is mission-critical, you need to assure that it is fully operational at all times. To truly maximize PCS / PDS uptime, Continuant will recommend, source, and manage a complete spare parts kit so that you have replacement parts available on hand at all times. In the event of an emergency, we'll quickly swap out the failed component with a tested, working component from the spares kit. Once your system is up and running, we'll replace the used component, bringing the managed critical spares kit back to full inventory.
Optimization Services
Optimization services include an annual 3-day, on-site consultation with one of Continuant’s PCS / PDS experts who, working side-by-side with your team, can evaulate and ensure that your system is operating with full effectiveness and is able to efficiently meet your business needs and objectives.
