Services
NSC maintains a strong focus on its delivery capabilities and has built a well-deserved reputation for meeting client expectations by consistently achieving high levels of performance on customer projects.
The implementation of a best practice ITSM solution provides clearly documented processes and procedures, meaningful metrics and a clear roadmap for continual service improvement ensuring we keep you on the path to business success.
This dedicated delivery culture provides the foundation for the company's ongoing growth and development.
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Client Services
Overview
NSC is dedicated to ensuring its customers' continued satisfaction along every step of the journey. Following the implementation of your initial business communications solution, you may experience an ongoing need for additional technology and services to keep pace with company growth, or training for new staff.
NSC Client Services takes pride in offering the very best in post-sales support including a broad spectrum of products and services to ensure your communications infrastructure continues to deliver optimal performance. Client Services offerings include minor software and hardware upgrades along with a broad range of telephony peripherals such as headsets, Music on Hold options, audio and video conferencing options, call accounting software and wallboards and displays for contact centres.
Client Services offerings include:
- Latest IP handsets
- Minor software and hardware upgrades
- System maintenance and facilities management
- Relocations and cabling
- A broad range of telephony peripherals including:
- Headsets (for more information on headsets click here)
- Music on Hold options
- Call loggers
- Conference phones
- Video conferencing
- Voice call recording
- Call accounting software
- Wallboards and displays for contact centres.
NSC Client Services takes pride in offering the very best in after-sales support including a broad spectrum of products and services to ensure your communications infrastructure continues to deliver optimal performance.
Whatever your preference, the NSC Client Services team will work with you to ensure you have the best solution for your needs.
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Managed Services
NSC Managed Services provides a full spectrum of services which addresses both financial and operational challenges. Our reputation as a leading Managed Service provider in Unified Communications and Contact Centre has been achieved through financial strength, professional maturity, accredited technical capabilities and a strong service culture aligned to world's best practice IT Service Management.
A Fixed Monthly Fee
Where do you go when there is no Capital fund availability but your business cannot afford IT to stand still? Software currency is paramount to maintaining the competitive advantage your business needs. Where does the money come from to take advantage of the next generation of technologies?
NSC Managed Services commercial model removes the need to fund technology refreshes via Capital Expenditure. All major and minor releases of technologies in scope can be catered for via a fixed monthly fee for transactional ease.
Managing Change
With the constant rate of business change, IT is often stretched between day-to-day activities and strategic project based activities - inevitably resulting in a cost/benefit conflict between these two disciplines.
NSC Managed Services provides an efficiently managed operational environment while customers retain internal Intellectual Property for strategic projects thereby mitigating risk within both. To also provides the cost effective leverage into the next generation skill sets and technology control.
The Right Resource at the Right Time - at No Additional Cost
The cost to acquire and retain experienced, qualified resources is spiralling out of control. Even with the current pool of IT resources, updating skill sets is expensive and can result in a period of lost productivity. Each advance in technology results in revision of accreditation programs while previously attained accreditations have acquired an industry standard lifecycle of three years.
NSC Managed Services removes the Human Resources expense and all of its indirect costs.
Cost Effective Management
Essential communication between the business and IT is structured to address the needs of both. Regular planning sessions flow from high level strategic directives contained in an Availability and Capacity Plan. Business objectives are translated into enabling technologies - existing and planned - resulting in effective cost management.
NSC Managed Services deliver customers a Service Level Portfolio maximised for business outcomes.
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Professional Services
To ensure the successful deployment of advanced technologies NSC provides the following combination of business and technical consultancy skills:
System Design
NSC design consultants engage with the customer at a detailed level to define programming and configuration specifications. For example, in a contact centre environment our consultants work with customer representatives, often in a structured workshop environment, to define and document the business rules used to govern the treatment of contacts, i.e. the way each contact is routed through an organisation to an appropriately skilled person or resource. A blend of business and technical skills is required to perform this task.
Solution Architecture
NSC solution architects work with clients to identify and address the primary business drivers. Their role is not only to address a client's day-one needs but also to identify the longer term needs to ensure an appropriate solution roadmap is developed to meet the business needs going forward.
Applications Development
NSC has a long history of designing, developing, integrating and delivering applications across the Unified Communications portfolio from a number of industry leading vendors. This includes:
- Technical integration to other applications and platforms
- Programming and system configuration
- Comprehensive testing, and
- Customised development of the applications
Project Management
NSC works to a Project Management Professional (PMP) Charter and follows the methodologies of the Project Management Book of Knowledge (PMBOK) and is certified to either a CAPM or PMP level. Our Project Managers have had considerable experience managing projects of all sizes across many products and industries and will tailor an engagement that meets the need of the industry or customer.
Implementations Services
To ensure the successful delivery of current and changing technologies a team of professionals support the Project Managers in key positions ensuring the design and technical needs of the customer engagement are met in a timely manner.
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Customer Support Services
Even in today's age of five 9's reliability, there are times when unforeseen problems occur but the key to business continuity lies with the establishment of systems and procedures to ensure timely resolution and minimum service disruption. The NSC Support Service offering has been developed and refined from 20 years experience to provide exceptional service levels and ensure business continuity to our customers.
Incident Management
NSC Support Services has adopted an industry best practice approach using ITIL framework as the core of its Incident Management processes to deliver superior Service Delivery and Management.
The NSC Service Desk
The Service Desk located in Sydney, Australia is available 24 hours, 7 days a week for technical assistance provided by an experienced team of engineers with extensive product and industry accreditations and certifications. It offers a one-call resolution approach which means your call is answered and attended to directly by an NSC engineer thereby eliminating delays.
The NSC Service Desk utilises Front Range Solutions, "ITSM" Service Management tool. This all-inclusive Service Desk application provides Call Logging, CRM, Part/Warehousing, Billing and Service Level Management. NSC ITSM Self Service online portal enables customers to view and track their Incidents in real-time.
On-site Technical Assistance
We acknowledge not all Incidents can be resolved remotely and NSC engineers around Australia and New Zealand provide on-site support and spare parts when required. Our spare parts are housed in eight warehouse locations across Australia and New Zealand, thereby ensuring access to critical spares at a moments notice.
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