three6five launches call and dispatch service to reduce customers' after-hours resource costs

JOHANNESBURG, 13 MARCH 2017 -- Specialist solutions integrator three6five has launched a network operating centre (NOC) designed to provide after-hours call centre management and IT services on behalf of its customers' support desks.

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"As availability is a core component of any managed network environment, we offer a range of services on behalf of our customers on a 24-7-365 basis," says Kerileng Tlabakoe, services and support manager at three6five. "These range from handling service calls after hours – including on weekends and public holidays – to dispatching engineers and providing reporting."

The company will tailor-make the service suite for each customer, dependent on their requirements, and will also offer the services on an ad-hoc basis where needed."

 

Aimed at organisations of all sizes that do not want to incur the costs of full-time, 24/7 support staff, three6five's NOC offers services such as call handling, engineer dispatch management, management and reporting on service requests, and the management of ticket system queues of incoming customer requests.

According to Ian Carpenter, business development consultant at three6five, the NOC is extremely scalable and can work across a range of company and support desk sizes. "three6five works with the customer's existing call logging system, and incoming callers are not even aware that they are speaking to a third-party supplier," he says.

"Where there is no existing system, we can help to create one. Our NOC service provides huge human resource savings, as it means that the customer will only pay for the services used on a basis determined by themselves, instead of having full-time after-hours staff on the payroll – which can be extremely costly."

Service options also include quality checks and dispatch on open requests, and three6five can provide engineering resources for customers needing an onsite technical resource where they do not have one of their own. Depending on network visibility, three6five's NOC also provides customers with regular reporting on the support provided, on a weekly, quarterly and monthly basis.

"A good example of a customer who would find this service useful is an organisation with multiple customers, who require support at all hours," says Tlabakoe. "Instead of having to incur the permanent overhead of staff to man a critical 24/7 helpdesk, it could use our services on a limited basis to provide cover for when there are no staff at the desk. This means its service to its customers is never compromised, and as we manage the systems on its behalf during that time, the customers will never even know they are speaking to a three6five call agent."

Mark’s role at three6five includes management of the sales, the customer advisory group as well as the marketing, communications and vendor relations teams. Furthermore, planning and execution of three6five’s go-to-market strategies and aligning these with our key vendor and customer requirements.

"This is a game-changing event for three6five," says Tyrone Carroll, CEO. "The appointment of a candidate of this calibre and experience both to the board and the company as a whole is an exciting development and we look forward to doing great things together. I have known, worked with and learnt from Mark for close on twenty years, his work ethic, honesty and impeccable business and corporate moral values resonate with our three6five culture and way, thank you for your trust and confidence Mark, and welcome to team three6five"

"I am very proud to be part of the three6five family. I have joined three6five because of the passion, commitment and dedication to customer success and satisfaction that I have seen within the team. Three6five is a highly skilled Networking Services Integrator who prides itself on its technical experience and leadership, and I believe I can complement this phenomenal company and achieve the goals that we have set for ourselves”, says Baptiste. 

About three6five

Formed in 2009, three6five is a specialist IP systems integrator, value-added reseller and network-centric cloud provider that delivers world-class services to enterprises and carriers across Africa.

three6five prides itself on a rigorous approach to network implementation that satisfies its customers' business needs. It fields a range of best-of-breed products to complement its strong technical skills, creating practical solutions for empowering African communications.

For more information, visit www.three6five.com.

 

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