Services

TouchPoint Solutions provides effective services on Genesys Implementation, Genesys Products Support, NMS ISDN Bug Fixing and Help Desk services for all protocol stacks of NMS Communications. TouchPoint have proven history of successful implementation, integration, customization and support services for fortune 500 companies in the areas of

• CTI
• CRM
• Voice Self-Service
• Genesys Work Force Management
• Genesys Support

Maintenance and Support of Genesys Solution

TouchPoint Solutions provides Genesys implementation, Integration and Product Support for the past seven years successfully. TouchPoint Consultants specialized on implementation and maintaining Genesys solutions in a more cost effective way, so that customers can maintain their complex environment in a more standard way. It provides uninterrupted services to all customers irrespective of time; TouchPoint knows the value of customers and their time.

Benefits of Support Model

• Dedicated Experts and extending hours support through mobiles
• Making required regular configuration (CME) and application settings.
• Work on enhancement requests to provide additional features.
• Work on any bugs/defects reported on custom applications (Like Voice Applications, Custom Desktop Applications, Web Pages) developed to interface with Genesys systems.
• Regular database maintenance tasks like scheduled backup of data, index updates, database statistic updates to optimize performance.
• Minor version upgrades to Genesys applications to get the latest and greatest.
• Work with Genesys technical support on support tickets.

IVR System Maintenance

TouchPoint Solutions provides IVR System maintenance in world class and have the proven history on maintaining IVR System with Mainframe legacy systems. It has expertise on maintaining AS400 / RPG based Genesys IVR System.

Technologies

IVR, AS400, RPG, J2EE.

Technical Support Services

NMS ISDN Protocol BUG Fixing

TouchPoint Solutions providing bug fixing service to the NMS Communication for the past 5 years to till now. NMS ISDN Protocol is used in more than twenty countries. TouchPoint fixed and traced various bugs in different variant of ISDN Protocol. NMS ISDN protocol developed on C and C++, TouchPoint Solutions have experts on working with C and C++ and providing effective service till now.

NMS ISDN Features

• Provides NMS digital trunk platforms with cost effective, easy-to-use ISDN PRI connectivity.
• Basic Q.931 Call Control.
• Dialed Number Identification Service (DNIS) and Automatic Number Identification (ANI) enhance call-routing and application features.
• Sub-addressing feature enables the sharing of one phone number for multiple extensions/devices.
• User-to-User Information allows information to be sent about the user to another ISDN site at the time of call set-up, connection, and clearing.
• Higher-layer compatibility functions allow applications to set outbound call characteristics (e.g., set type of call to "fax"), check characteristics of inbound calls and reject incoming calls that do not match specified criteria.
• Support for network-side applications across all supported variants.

Technologies

NMS Communication Boards, NMS ISDN Software.

Help-Desk Services

TouchPoint Solutions providing Help Desk services to NMS Communications on level 1 and 2 supports which include issues related to Installation, Configuration, Product related questions, Network Integration, Protocol questions, Switching and Utilities of NMS Products. Help-Desk follows a systematic procedure in handling the cases with customers using an interactive CRM tool. Our employee's sincere and round the clock working attitude makes the customers get a speedy response from Help-Desk. TouchPoint Provides cost effective services to NMS Communications for the past seven years to till now.

Analytics

TouchPoint Solutions provides data warehousing service that helps customers to make intelligent business decisions through data collection, extraction and aggregation from multiple data sources. Some of the reporting tools that TouchPoint has expertise in include Actuate, Brio and Reporting.