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Experience and Expertise you can count on

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Access Communications' Operation Center offers the following benefits:
  • Nerve center of Access Communications Services Operation
  • Process all tickets nationally
  • Servicing over 1,000 maintenance customers
  • Supporting over 1,500 locations worldwide
  • Direct access to Siemens Tier 3 & 4 engineers
  • Responsible for monitoring both Voice Systems and VoIP data networks
  • Monitors systems at multiple levels to ensure that service level agreements are being met

Access Communications believes in monitoring both the telephony equipment and the VoIP data network itself when requested by the customer. This means that the entire IP telephony infrastructure is monitored by multiple systems, ensuring that any anomalies, anywhere throughout the system are quickly identified and resolved.

In the event of any incident, the monitoring system automatically triggers audible and visual alerts as well as sending emails to technicians and key engineers to log and track the event. The Operations Center also contains Access Communications' Help Desk.

Service Capabilities Access Communications offers a comprehensive portfolio of product solutions and lifecycle services to assist in the planning, implementation and operation of data, voice and converged network environments. To deliver these services, we have developed a reliable and efficient service delivery infrastructure comprised of a 24x7x365 managed services center, with access to over 6000 onsite field presence personnel and remote logistics centers throughout North America and in most major markets worldwide.

Managed Services Center At the heart of our service delivery infrastructure is our Managed Services Center (MSC). Our MSC provides centralized remote problem diagnostic support, problem resolution and network monitoring and management 24 hours a day, 365 days a year. The center is staffed by highly-skilled technical support personnel who possess a significant amount of technical experience in the networking industry. In addition to having an intimate understanding of many types of networks, our team also has an extensive skill set in disciplines such as systems integration, managed services and technology outsourcing.

Worldwide Coverage Network In addition to the staff located within our MSC, Access Communications maintains an extensive network of field engineers available 24x7x365 to deliver onsite support including implementation and break/fix repair activities. Our onsite field coverage network is comprised of thousands of experienced field engineers and extends throughout North America and into most major markets worldwide.

Remote Logistics Centers Access Communications maintains hundreds of remote logistics centers in major markets throughout the world to support our parts replacement and logistics management services. When a part is required, Access Communications will ship the appropriate replacement part to your location within your contracted timeframe.

At Access Communications, our service delivery infrastructure is comprehensive, seamless and customer-focused. We'll do whatever it takes to resolve your issues and keep your network operating at its best.

International Support Capabilities

 
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By delivering single point of contact solutions for international implementation and maintenance, Access Communications has helped a number of customers meet their global support requirements.

In addition to our extensive support capabilities within North America, Access Communications through its Partner agreements maintains an international partner network to provide a comprehensive services portfolio for customers requiring reliable, dependable and cost-effective international support capabilities. Through our network, we offer a comprehensive portfolio of services, including:

Our primary international partner is based near Wokingham, Berkshire, England, just outside of London, is in one of the premier business locations in the UK. Its management and personnel have many years experience in providing the technical services to the Telecommunications and IP reseller channel, along with technology manufacturers and Service Providers. In October 2006 the UK operation was awarded ISO 9001 accreditation.
In addition to this partnership, the Access Communications partner network currently has Authorized Service Partners in excess of 60 countries across the globe enabling service delivery 24 hours per day, 365 days per year, across five continents with over 6000 factory Trained personnel.

Training Customers with a knowledgeable staff have fewer problems. Our relationship with the customer doesn't stop once a system is installed. Access Communications, with help from our professional training partners, will train your staff on how to use the system at the time of installation.

  • Access Communications Training promotes quality implementation.
  • Telephone etiquette.
  • Live classroom with your database prior to cutover of your system.
  • Separate console training one-on-one.
  • Separate contact center training with one-on-one for supervisors & agents.
  • Advanced reporting training for contact center managers one-on-one.
  • Involves all employees and managers.
  • Train on new user commands.
  • Maximum size of classrooms is 15 users per class.
  • Customer designed custom training of department.
  • First Day of in service support answer any question, make or modify changes to system.
  • Customer training material provided for each user and applications purchased.
  • Help desk coverage analyze any issues, that may came about via the help line no# for employee assistance.
  • TTY/TDD training customer tailored to the needs of each customer with custom TTY/TDD handouts.
  • Eliminates service calls due to user errors.
  • Training that covers all work shifts.
  • Follow-up as needed.
  • Offer on-line help tools.

The Access Communications Assurance of Quality To ensure that all of your new equipment is operating properly, we ship everything to our HQ in Jacksonville, FL. While your equipment is there, our factory trained technicians will fully prepare and test your system so it is ready for on-site installation. Our team will:

  • Order any additional or missing equipment if necessary.
  • Perform a complete inventory of your equipment.
  • Setup, Load, & Verify your Database.
  • Rack and install all equipment in our lab.
  • Load software & hardware and ensure everything is at the current release.
  • Download all software licenses and rights to use.
  • Input all network IP addresses into the system.
  • Burn in the system and run diagnostics to identify any problems.
  • Perform a complete test of all hardware and software.

Once completed and our technical team is satisfied with the integrity of the system and the system software, the equipment will be de-installed, packed and readied for shipment to your location. When the equipment arrives at your site, Access Communications technicians will:

  • Unpack all equipment and adjuncts.
  • Perform a complete inventory to insure all equipment has arrived.
  • Rack and stack equipment
  • Power up the system
  • Perform a complete test of all equipment, hardware & software

At this point your new communication system will be up and running and ready for the cutover. This will allow you to access your system on site and make any changes that are necessary. The Access Communications team will be on site when your new system goes live - ready to handle any issues that come about and make any changes necessary to ensure that your new communications solution is working just the way you want it. This process was created to give our customers complete assurance that their new system will work flawlessly. Our goal is to provide maximum quality and service with a minimum of disruption.

An Access Communications technician will complete the cutover process by registering your system with the vendor, identifying your address and the equipment you have in place there. The Access Communications team will always be available to answer your questions or concerns. In addition, Access Communications offers comprehensive maintenance programs on our systems so you can be confident that your system will be serviced regularly and receive all of the latest software updates. We also want to keep you as a customer for a long time so we will always make you aware of new applications & services that will continue to help you identify which will benefit your business the most.