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Introduction
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OPTIMIZE

OPTIMIZE

Touchbase Optimize ServiceClients rely on Touchbase to not only be on hand at all times to resolve technology issues through OPTIMIZE Support but also to pro-actively deliver business outcomes through the performance management and ongoing optimization of the existing communication environment with OPTIMIZE Manage+.

These services have been developed with the highest levels of professionalism and with the deepest knowledge of business communication available. This is attested to through Touchbase’s adherence to Information Technology Infrastructure Library (ITIL) best practices, membership of Cisco Powered Global Managed Services and through the attainment and upkeep of global Cisco Master Unified Communications and other Technology Partner accreditations (all these are regularly audited by independent bodies).

There are two services; OPTIMIZE Support and OPTIMIZE Manage+. Both have a wide range of contract and SLA led elements – all designed to maximize uptime and relevance of technology to the client organization.


OPTIMIZE Support – Follow the Sun contact and a single client management system across Touchbase Service Hubs in Sydney, Singapore, London and Denver, delivers professional and immediate support to the client – wherever they are and whatever the time.

Touchbase’s Service Hubs have only highly skilled technical engineers taking support requests. This enables organizations to benefit from an immediate and informed assessment of the impact and urgency of the request – the majority of requests having first call resolution.

Incident Management
Problem Management
On-Site Resolution
Vendor Escalation Management
Change Management
Advance Replacement Parts
Technical System Advice


OPTIMIZE Manage+
– Including OPTIMIZE Support as standard with Performance Management added; providing deep level, pro-active monitoring, reporting and analysis of business communication systems. This service also includes a dedicated Client Engagement Manager who is non-revenue focused, client satisfaction targeted and goal orientated. Their regular updates notify clients what potential issues have been identified and rectified in their business-critical systems - before they even become a problem.

The client has the option to add in flexible, value creating services on top of this:

Configuration Management
Client Based Resource
Service Continuity Management
Managed WAN

To suit an organization’s specific needs and opportunities there are two service levels available within OPTIMIZE Manage+:

Assurance
• 24 x 7 Performance Management
• Pro-Active Alerting
• Threshold Configuration
• Real-time & Historical Diagnostics and Troubleshooting

Intelligence
• All elements within Assurance
• Reporting, Analysis & Recommendations
• Real-Time Performance Display
• Historical & Trend Reporting


Our Principles
The impact our services have for our clients is underpinned by our principles which encompass our commitment to delivering competitive edge through optimizing business communication.

Coverage
Capability
Consistency
Culture
Clients
If you'd like to get in touch and find out how Touchbase can add value to your organization, please click on the link below.

Contact Details
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Specialist Areas of Business Communication
Foundation Collaboration Mobility Customer Contact Business Intelligence