Managed Voice & Contact Center Services

Mindsight excels in voice services, offering robust Cisco solutions, server monitoring, and seamless call quality coordination.

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Need help managing your voice or Contact Center solutions? Look no further!

Cisco voice and contact center solutions are the foundation upon which Mindsight was started 20 years ago and although today we provide a wide breadth of technology and managed services, these continue to be part of our core competency.

Our managed voice services include a set of primary services as well as the below for Cisco Call Manager and Call Center Express environments:   

  • Weekly check of voice server backup processes and remediation of any backup issues

  • Customizable alerts that can be configured to identify server failover events, including those leading to "split-brain" scenarios

  • Mindsight coordinates with SIP and traditional PRI providers to address calling issues, ensuring resolution of dropped calls or subpar call quality

Core Services included with all of Mindsight's Managed Services offerings:

  • Alert Management & Remediation

    Mindsight provides 24x7 response to alerts, ensuring resolution for issues within our control. For external issues, like power outages or ISP disruptions, we'll investigate and keep you informed about the nature and expected resolution time.

  • Firmware & Security Updates

    Mindsight consistently installs firmware upgrades, patches, and security updates on covered devices. Update schedules are collaboratively determined with the customer.

  • Critical Updates

    Should a vendor release a critical update, Mindsight will promptly notify the customer and arrange a special window for its application, outside regular schedules.

  • Hardware Replacement Coordination

    In case of hardware issues, Mindsight collaborates with the device's OEM vendor for replacements, adhering to the existing service agreement between the customer and the OEM.

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