TMG Managed Communication Service

TMG’s Managed Communication Service provides business clients with
managed support for Avaya Communication Systems. Managed
Communication Service fills in the gaps between Avaya maintenance and
business partner support. Our support model for Managed Communication
Service includes:

Dedicated Account Support
Vendor Management
Remote and Onsite System Programming
Move, Add, Change, Upgrade Support
Implementation Support
Project Management
On-Site Training – End User and System Administrator
Q & A Support
Consulting
Access to Avaya Technical Documentation

Dedicated Account Support

Every TMG Managed Communication Service client receives Dedicated Account
Support. Every client is assigned to a TMG Managing Partner and an Account
Consultant. The TMG Managing Partner is responsible for the overall business
relationship between the client and TMG. The Managing Partner establishes the
engagement and sets the parameters for the business relationship. Once the
relationship is established the MP will ensure that TMG continues to meet the
client’s expectations regarding service, support, and billing while also providing
overall consulting.

The TMG Account Consultant is responsible for interfacing with the client on a
regular basis regarding system support issues. The Account Consultant is the
lead hands on “Go To” person for system programming, M/A/C support,
implementation support, project management, training and Q&A. The Managing
Partner and the Account Consultant work together to provide support for both the
strategic and tactical aspects of the client relationship.

Vendor Management

With cutbacks and layoffs many businesses are finding it difficult to balance
managing their networks with managing Telecom vendor relationships. For the
same reasons Telecom vendors and carriers are requiring customers to take
more responsibility for moves, adds, and changes, ordering new services,
managing service issues, and managing billing errors. Customer service
organizations are either shrinking or being outsourced to companies more
focused on meeting metrics than diagnosing and fixing your problems.

Let us manage your Telecom vendors and carriers for you. It will save you time
and money. With account teams constantly under heavy churn, the need to have
a stable team to manage your vendor and carrier relationships becomes
paramount.

Remote & On-Site System Programming

TMG Managed Communication Service provides Remote and On-Site System
Programming for Avaya Communication Systems. Our Account Consultants can
dial into the system to program new features or reprogram the system to
operate in a more efficient manner based on the client’s requirements. The
Account Consultants can also be available for projects requiring On-Site
programming. Programming projects can include the activation of new features,
reprogramming, and the programming of peripherals.

Move, Add, Change, Upgrade Support

Managed Communication Service provides on-site or remotes support for M/A/C’
s and upgrades. M/A/C support includes support for minor and major moves or
re-organization, the addition and programming of new stations, changes to
individuals or groups of stations, and support for new software upgrades and
features. The Account Consultant is available to confer with clients regarding the
affects of certain programming changes, upgrades, and M/A/C requests.

Implementation Support

Managed Communication Service can provide on-site dedicated support for
upgrades and the implementation of new systems. An Account Consultant can
be available to provide additional hands-on over site during cut overs and
upgrades. The Account Consultant can take a lead role, augment existing staff,
or serve as a liaison between technicians, engineers, and the client.

Project Management

Through TMG Managed Communication Service clients gain the advantage of
dedicated project management resources which can be made available for a
variety of projects involving Avaya systems. TMG Account Consultants have
many years of experience project managing and implementing Avaya
communication systems.

With project management support TMG dedicated project managers will
manage the various telecommunications vendors, develop implementation and
project plans, serve as a liaison to the client, keep vendors on task, ensure that
deadlines are met, minimize “finger pointing”, status and update appropriate
parties, and ensure vendor accountability.

On-Site Training

Through Managed Communication Service TMG provides On-Site dedicated
training for end-users and systems administrators. TMG Account Consultants
provide training on desk phone operation, features and functionality, voice mail
operations, system programming, system administration and management,
along with voice mail programming and set up. We can provide group training
for employees and call center agents and individual or small group training for
departments and executives.

Q & A Support

With TMG Managed Communication Service clients always have someone to
call with questions regarding their Avaya Communication System. Clients
subscribing to our monthly MCS service receive dedicated phone Q & A support
from their Account Consultant at no extra charge. Many of our competitors will
ask for a billing credit card before answering a single question. We have
access to technical support directly from the manufacturer if necessary.

Consulting

Determining the best service or technology to support your applications is not an
easy task. Industry buzzwords are thrown out all over the place but what does it
really mean to your business. We can put years of industry technical and product
training by the carriers to work on your behalf to make sure you are getting the
right solution at the right cost versus the product or service that pays the highest
commission. We can help you design a voice and data network to meet your
needs now and in the future. Making a decision purely on price could get you in
hot water. Don’t take that chance without a thorough review by our associates.

Access to Avaya Technical Documentation

As a member of the Avaya Consultants Program TMG has online access to
Avaya Technical Documentation on systems and applications. We are able to
download Avaya documentation in PDF format and forward it via email. Various
tools and documentation are available to us to help our clients make the right
decision when choosing and Avaya technology or solution. We have access to
documentation on new releases, bugs, patches, technical bulletins, product
documentation, and marketing literature.

Through our Avaya business partners we can also provide:

New Avaya Systems
System & Software Upgrades
Avaya Maintenance Contracts
Business Partner Maintenance Contracts

SUMMARY

TMG’s Managed Communication Service lets our clients focus on the important
things which keep their business running smoothly and efficiently. TMG focuses
on the daily tactical issues surrounding Avaya system administration and
support while providing clients with the time to develop, implement, and meet
strategic telecommunications goals. Our comprehensive suite of Managed
Communication Services provides clients with that extra piece of mind when it
comes to overall support and management of their Avaya systems.

To see how TMG’s Managed Communication Service can help increase your
productivity

Call Today (877) 864-3276





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