Our Services

In the ultra-competitive contact center industry, it is paramount to ensure that each step in the customer’s journey, both literally and figuratively, is as efficient, pleasant, and positive as possible. This includes their experience with the contact center. Today’s companies are at the mercy of increasingly empowered customers who expect convenient, consistent and speedy service. They expect brands to know what they want before they ask for it. Such rapidly changing demands require the business agility to serve customers across any channel, from any place, at any time—and to make adjustments as needed—quickly and with minimum effort and resources. Staying competitive and meeting rapidly evolving customer expectations requires a cloud contact center platform that enables your business to adapt quickly.

Customer experience is your customer’s perception of your company based on their interactions with your brand across every stage of the customer journey. A company that provides positive experiences generates loyalty, which in turn motivates customers to make frequent purchases, share their pleasant experience with others, and easily forgive a company when it faces shortcomings. As customer loyalty strengthens, company to customer relationships result in increased profitability for your company. Improving customer experience becomes a bigger component of corporate strategy, more and more executives will face the decision to commit their organizations to a broad customer-experience transformation.
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Building a collaborative organization is more than just enabling effective communication. Collaboration by definition means the actions and performance of multiple parties coming together for a mutually beneficial outcome. Whether the decision is to stay on an on premise platform or to go with a UCaaS/cloud solution, it’s imperative to give your employees powerful tools and applications to help them collaborate, access critical data and work more productively. Unified communications as a service (UCaaS) is a category of "as a service" or "cloud" delivery mechanisms for enterprise communications. Similar to platform as a service (PaaS, where data center capacity is made available to an enterprise on a consumption model from a service provider), with UCaaS, unified communications services can be made available from the cloud to businesses from SMB to enterprise. The primary rationale for UCaaS is the fact that it allows a company to shift from a capital investment (CapEx) to an operating cost (OpEx) model. In addition, it provides companies with the ability to more rapidly increase their consumption (i.e. consume more licenses), or decrease their consumption, without the need for capital. With a traditional communications model, companies must acquire capacity ahead of demand and they rarely get it totally correct, which means over-capacity. It’s about fundamentally changing the way people work. When enabled by a set of unified communication services and other important technologies, people can work together with fewer boundaries and unencumbered by artificial constraints. We offer a unique approach to uncovering and exploiting new ways to work to ensure the best and most productive work force. Contact us to collaborate with your organization to optimize your work force.

Comprehensive, integrated solutions built on best-of-breed technologies by highly certified experts
Whether LAN, WAN or WLAN, we’ve got your network covered. From initial design and configuration to supporting existing infrastructure, our engineers can help you manage and maintain what’s in the cloud and what’s on the ground.

We do just about everything IT support — and have flexible options to fit your business needs and budget. Our team of account-specific engineers provides around-the-clock monitoring of your network and connected devices, with proactive management and alert resolution, while delivering the highest customer satisfaction ratings in the industry. We also make it easier to acquire and manage IT infrastructure. UltraVox can handle everything from procuring and provisioning hardware and software to managing your maintenance and licensing contracts. Our team maintains and improves your network design and architecture, develops your IT roadmap and delivers senior level IT strategy.

We know constant change is a given. With continuous disruption, increasing security demands and a need to drive innovation, UltraVox helps organizations not only survive, but succeed, and thrive by making them more secure, innovative, agile, and responsive.

We help modernize IT while leveraging existing workflows and assets.

We introduce innovative business strategies that help organizations stay ahead of the competition.

We secure their data, IP, brand, and their customer experience

We do all this and more by providing world-class solutions built on leading technologies, from top strategic partners, and delivered by the brightest minds in the business. Our experience crosses all facets of IT, with solutions for IT Infrastructure & Operations, Security, Business Innovation, and Cloud & Managed Solutions. With a relentless focus on business outcomes, and the right people and partners in place, we help our clients cut costs, increase reliability, ease the burden of management, maximize flexibility, mitigate risk, and improve overall service to the business.

SOLUTIONS AND SERVICES

• IT Strategy – Designing, implementing, optimizing and operating your technology infrastructure and operations
• Security – Advancing your security posture to better protect your data, your intellectual property and your brand
• Cloud & Managed Solutions – Providing you with scalable and reliable alternatives to running your IT solutions
• Business Innovation – Helping your business thrive by anticipating trends, predicting disruption and driving innovation

It should come as no surprise how important it is today to protect your digital information against harmful hackers and other ill-intended sources. UltraVox provides great supplier options for our clients to find the best fit for their customers business needs.

UltraVox offers a holistic, vendor-independent approach to assessing threats, providing best-of-breed products and services to help organizations understand how they are being targeted, and invest in the right set of countermeasures. We offer complimentary technical Security Architecture Reviews that identify gaps and provide specific and actionable recommendations for remediation. In these collaborative sessions, our expert consultants will help you evaluate your security controls, identify areas that may require additional attention, and prioritize remediation efforts.
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Provide your business with the full lifecycle of managed services—from network to data center and security to voice and contact center. We offer comprehensive managed services for your advanced mission critical applications and support third party applications, and integrated environments. We can provide your team with the data to effectively manage and grow your environment. UltraVox is able to provide worldwide service, support, maintenance, and repair/logistics for advanced collaboration solutions, including enterprise class contact centers.

In today’s competitive environment, companies like yours rely more than ever on the reliability of their IT, security, voice and contact center infrastructure. UltraVox is able to provide multi-vendor, on-site, remote and logistics technology support solutions that ensure.

• Service levels are met
• High availability is maintained
• Cost of IT ownership is reduced
• Increase reliability and stability of voice and contact center
• 8-5 M-F or up to 24/7 support, a range of Service Level Agreements (SLAs) and proactive management options available
• Online support portal ensures quick support and resolution
• Multiple solutions supported: Network, Security, Unified communications/Voice, Contact Center, and Video

Whether the decision is to go through a formal bid process or use the invite-and-evaluate process, UltraVox can help. We can compose your RFP or RFI, or put specific parameters in place for the invite-and-evaluate process to make the playing field even for all vendors so the screening process can be conducted in the most efficient manner. A RFP can provide a fair and unbiased process, allowing us (as well as your team) to evaluate the approaches and price proposals of several vendors and/or VARs. If you have us write a RFP for you, we will also be obligated to offer bidders the opportunity to ask questions so that they can give you a well-informed proposal and to provide the same information to all bidders, by sharing out all the questions and responses to every bidder. As proposals come in, we will evaluates each proposal based on an established scoring system.

We will assist you in distinguishing between your needs and wants. We will advise on what the winner will look like. The proposals we receive for response to your RFP will differ. Each responding company will have different strengths and weaknesses. Some will focus on lowest cost. Others will gear in on best quality. Still others will offer a complete feature set. We will guide you and help decide up front what you're looking for.

The vendor landscape in the contact center space is a dynamic, fluid, and saturated one, with many vendors targeting and specializing in certain market segments. Some offer a cloud-only solution and others either a premise and/or a hybrid solution. The decision to invite vendors whose solutions fall outside of your specific requirements can be costly, both in terms of wasted time as well as increased complexity in the evaluation/screening process.

UltraVox Consulting will help you narrow the field of participating bidders to those with well-regarded solutions appropriate for your specific project. Whether the decision is to go through a formal bid process or use the invite-and-evaluate process, UltraVox would welcome the opportunity to assist in the process. We can compose your RFP or RFI, or put specific parameters in place for the invite-and-evaluate process to make the playing field even for all vendors so the screening process can be conducted in the most efficient manner.

We can also assist in reviewing submitted bids, ensuring compliance with industry regulations, and vendor interviews.

Regardless of the chosen process, UltraVox can assist you in putting a "Weighted Point Method" system in place to take the guesswork out of which vendors truly match your requirements.

With a clearly defined set of requirements and goals gathered through in-depth discovery sessions and interviews with key stake holders, UltraVox Consulting can act as the point entity for the entire process.

Even the most industry-savvy organizations rarely have the time or the capacity to manage telecom or contact center projects effectively. With competing priorities and the day-to-day operational issues, it is hard to assign the right resources and keep them focused. As a result, time and costs rise exponentially without the proper oversight, and many organizations find themselves in an atmosphere of vendor delays, extended schedules, contingency and risk mitigation, and even significant cost overruns. Ultimately, organizations don’t achieve their desired results, and end up with less than optimal deliverables.

We have the industry-knowledge and real world know-how to drive successful projects and implementations to completion. On time. On target, On budget.

UltraVox is fully committed to making your UC, IT, security and/or contact center projects work and freeing up your staff to do what they do best – keep your environment operating efficiently and effectively during the change. Recognizing the project bumps, potholes and pitfalls, we have designed our project management solutions to provide the exact services needed, staffed fully to make your projects work smarter, go smoother, and are driven to on-time completion.

How do we do it? We leverage our extensive experience in managing a wide array of UC, IT, security and contact center projects. Using proven methodologies and processes designed to keep projects on track, our dedicated project team creates an environment of continuous communication, real-world scheduling, proven implementations, and post-project support that extends our clients’ project success while reducing risk.

WHAT YOU CAN EXPECT

• Step 1: Discovery
  We will provide experienced project managers that will begin by assembling all relevant information about the sale, and often create a full network diagram for project management.
• Step 2: Organization
  Customer, Carrier and other Teams are identified; communication distribution lists are created; and schedules are determined for updates and necessary meetings.
• Step 3: Coordination
  Gantt charts, spreadsheets and other customized tools are designed and shared among team members; both to time and coordinate tasks, and to track progress toward milestones and objectives.
• Step 4: Momentum
  Our project managers aggressively escalate issues as necessary, to resolve delays and develop additional solutions to keep the project moving forward.
• Step 5: Collaboration
  Regular, detailed collaboration is maintained with involved Supplier(s) and all team members to quickly translate the sales agreements into installed, functioning services; which meet the customer’s performance expectations, and which invoice and commission accurately.
• Step 6: Results
  The oversight and coordination provided by UltraVox increases the opportunity’s value as additional revenue-generating needs are identified and resolved by the project manager, before potential associated long-term problems result.