InTech's New Voice Managed Services Exceed Expectations

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New voice managed service designed around the five key features research shows clients are seeking.

Executives at The InTech Group, Inc., a global IT consultancy, say growth in their newest service demonstrates the power of listening to the customer. Since launching its new Voice & Data Managed Services in 2009, InTech’s revenues from the new business line are already exceeding two-year projections. Recent managed services contracts cover four continents, 25,000 users, and three contact centers. Services include ongoing monitoring, maintenance, management and hosting for voice and data infrastructure.

Company executive vice president and strategist Erik Holling attributes the rapid growth to designing the service around research into what clients are seeking in a managed services provider.

“Our research confirmed what 25 years in communications consulting have taught us: What clients want most is a true partner, one that feels ownership of the environment and seeks continual improvements, shares information, and strives for high-quality performance,” said Mr. Holling. “Excellent service often comes down to something as simple and powerful as communication.”

Gary Kincaid, global affiliate lead for InTech’s systems management NOC, agreed that constant communications is key to the success of a client’s infrastructure. “Clients don’t want to pay for a service they can’t objectively evaluate. We believe staying in constant touch helps them understand what is going on with their systems, it keeps them in control.”

Voice and data managed services involve outsourcing part or all of the monitoring, maintenance and management of a company’s communications infrastructure to gain reliable performance while lowering costs.

InTech’s service is built around the five key features that its research showed the majority of clients want but are not getting consistently from their current managed services providers:

1. Partnership on IT governance, “ownership” of the infrastructure environment, and a high degree of flexibility.
2. Performance beyond service level agreement service levels, with improvements in stability, efficacy, efficiency, workflows and processes.
3. Convenience and information via a reliable single global point of contact, centralized invoicing, proactive communications.
4. Service excellence at every touch-point and global continuity of look/touch/feel for users.
5. Strategic-tactical bridging techniques, with clear migration paths to new equipment and services and continual alignment with business strategy.

“We appear to have tapped into a significant unmet need in the managed services space,” said Mr. Holling. “We’re hearing from clients that this is the first time they’ve felt their managed services provider is really putting them first.”

About InTech
The InTech Group, Inc. is an independent global communications consultancy providing a continuum of strategic, tactical and managed services that make IT infrastructure work globally for multinational organizations. Supported by skilled resources in 100+ countries, InTech offers assessment, design, implementation, in-country project management, and worldwide management of communications infrastructure. Clients range from regional firms to some of the world’s largest, most recognizable companies. For more information visit http://www.intech-group.com.

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Melinda Mercurio
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