Customers can select from any of our basic, essential or premium tiers as well as including add-on options such as help desk support or managing the network that the RingCentral services utilize.
Three RingCentral Management Options
In listening to customers and researching the market, CDW settled on three tiers of service to offer customers that are looking for outside expertise with managing their RingCentral environment.
Basic service is for customers who are looking for minimal assistance managing their environment. They may have some support to perform tasks and administer changes but need backup support. They may not foresee a lot of changes to their environment and don’t require customer success features such as regular cadence calls, ticket reviews, business reviews and more. This option is the most economical.
Essential service is intended for customers who are looking for a higher level of support managing their RingCentral environment and “move, add, change, delete” tasks (MACDs) along with some customer success features. This is the option for customer needing a little more support than Basic, but still allows for the customer to have ownership.
Premium service is intended for customers who want a fully managed environment, expect a large amount of MACDs and want our highest level of support.
Help Desk Support
After customers select their level of support, they have the option to add CDW help desk services for the RingCentral deployment as well. CDW’s help desk can take the end user call and, if necessary, escalate up to the different levels of support. This additional service is extremely beneficial for customers who are looking to reduce costs or are looking to focus on other internal business projects.
In order to have an end-to-end solution, the last piece of the puzzle is to manage the network that the RingCentral services run on top of. CDW has an extensive catalog that covers many network components and, if desired, the customer can elect to have it managed with RingCentral, in which case CDW would be able to manage the end-to-end customer experience.
RingCentral Call Experience Testing
Finally, a new option we have made available is called our “call experience testing solution” that provides organizations with a real-time way to ensure the expected RingCentral calling experience for their customers is being met. Missing calls or calls not being directed correctly can have a big impact on a business, especially in today’s environment.
This service will call over the public switched telephone network (PSTN) and go through automatic call distributor (ACD) call treatment, if desired, and end at a prompt. When initially set up, it records the expected response and if any subsequent calls preformed at a scheduled basis fail, it will trigger an alert. There are multiple calling options, from a frequency perspective, available. Reports are generated and are provided to the customer on a weekly basis.
CDW’s goal with this portfolio is to provide customers with options that fit their needs today and in the future. Overall, by providing multiple options, we are assuring the user experience will be optimal for customers using the RingCentral solution.