IVR Support: What is Extreme Support?

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Support Overview > What Is Extreme Support?

Our Extreme Support is built on six core competencies:

Team Approach
Deep Experience
Proactive Process
Rapid Response
Superior Systems
Valuable Options

Team Approach

When you deploy a voice application with Voxeo, you are assigned a dedicated account manager and a team of support engineers. This team is responsible for delivering Extreme Support for your voice solutions 24 hours a day. Each team becomes familiar with the specific design, call flow, and the requirements of your voice solution. The Voxeo Extreme Support team is staffed around the clock by highly-trained level 3 system administrators, software engineers, network engineers, and provisioning specialists. This team approach to voice solution delivery allows us to deploy and scale infrastructure quickly, to identify and solve issues rapidly, and to proactively ensure your voice solutions deliver the highest usability and reliability possible.

Deep Experience

Voxeo has been focused on the delivery of high-volume voice applications since 1999. This focus has enabled us to build deep experience in the deployment, maintenance, and usability of robust voice solutions. Every member of the Voxeo Extreme Support team has years of training on the technology and components used in our software and hosting centers. When you have a question, chances are we've answered it many times before. This experience enables us to accurately provide you with the answers that keep your voice solutions running at peak performance.

Proactive Process

Voxeo doesn't wait for you to call us with a problem. We've created a Voice Lifecycle Management process that proactively helps deliver usable and successful voice solutions. This process includes best practices Voxeo has established to proactively avoid problems we've seen and addressed before. The process also builds extensive documentation on your voice solution, contacts at your company, and escalation procedures with your business, engineering, and operations personnel.

Rapid Response

When you do call us with a problem, we answer the phone in under 5 minutes, 24 hours a day, 365 days a year with level 3 support engineers who know our software and data centers inside and out. Issues are rapidly escalated within Voxeo to development engineers and executive management. We believe every issue with your voice solutions is ours to solve. Even if the problem exists outside of our products and services, we'll remain on the call to help test and troubleshoot from our end.

Superior Systems

We always love to talk with our customers. However, for your convenience we also supply a suite of automated self-service solutions including detailed reporting, number and URL provisioning, failover configuration and real-time application and log monitoring via our Web-based customer and developer portal. We also provide automated monitoring of your hosted voice solutions phone numbers, responsiveness, IP connectivity and Web back-end via Voxeo Application Guardian, our proactive voice application testing service.

Valuable Options

Our voice engineers, user interface design experts, and audio engineers have deep and valuable experience creating sophisticated, comfortable voice-driven user interfaces. And our business consultants can help create custom ROI and customer satisfaction reports highlighting areas in your business where voice solutions will be most effective.

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