Customer Support

At CTI Group we offer customised support to meet the needs of our service providers, resellers and end-users. Our goal is to enhance the services of our customers by offering customised engineering support, sales and marketing assistance and general maintenance to our partners, whilst also providing a support desk to end-users to ensure fast and effective support.

End Line Support
We provide our service provider partners with engineering support for implementation and maintenance. We provide complete implementation support with a primary engineer assigned to each of our service providers. We ensure that our features are tightly integrated into a service provider’s switches. Our engineers work directly with the service provider’s engineers to troubleshoot, test new configurations and implement upgrades. By providing both implementation and maintenance support, we simplify and mitigate the risks associated with integrating new software applications. By bypassing the help desk and contacting engineering directly, service providers can get in direct contact with the engineer assigned specifically to their account.

Marketing Support
We encourage and support our customers and partners in their efforts to market our solutions to their end-users.  We offer many different marketing support packages that can include branded and white labeled collateral, public relations, written and designed offline and online marketing campaigns and even user-friendly podcasts and ’Flash’ demos.

Account Management
Every customer has an account manager who will provide:
 Sales support
 Product education
 RFP support
 Project management

Maintenance
We provide a variety of different maintenance packages complete with help desk and engineering support. 

Professional Services
We offer a variety of professional services choices for the service provider or softswitch developer who wishes to offer unique functionality to their customers. 
 
Project Management
Every project needs a dedicated professional at the helm to ensure that all requirements are met in the required timeframe and within budget. At CTI Group we use the skills of certified project managers to ensure the success of all projects. A dedicated project manager serves as a liaison between the client and the CTI Group project team using proven project management techniques to meet project goals, including the traditional waterfall or the more flexible agile method. The project manager works with the client to produce a formal statement-of-work for the project and keeps the client abreast of all major project milestones throughout the duration of the project. The project management team will also help transition the client to the appropriate support team once the project has been completed. 
 
Development
Our software development professionals offer services to clients based upon years’ of experience in a variety of development platforms including .NET and Java EE. We have experience in developing both client and web based applications running on Windows and Linux platforms, built upon SQL Server and Oracle databases. Our experience in the telecommunications domain includes work with multiple telecom billing platforms and IP PBX systems. Our VoIP applications solution set includes offerings for hosted call recording, call centre reporting, and call management. We offer unique and powerful reporting solutions that display vital data in a real time or historical basis. Our experience and knowledge also allows us to create custom solutions to meet specific needs. Whether it be applications to solve an immediate need or enterprise applications with security, scalability and redundancy requirements, our development professionals can help.

Testing Services
Product testing at our dedicated Indianapolis facility is conducted by our Software Test Engineering Team. The testing team performs several important functions for the organisation. In its principal role, the team conducts traditional software testing using a variety of tools and methods. This process begins in the requirements gathering phase, and continues throughout the implementation phase, as manual and automated functional tests are used to verify the operation of the software. Additionally, the team is tasked with conducting testing to verify that the solutions meet specified performance requirements, as well as conducting interoperability tests. Operationally, our testing team is closely aligned with the product development staff, giving us insight into product design and implementation, as well as the opportunity to identify, isolate and correct issues in a timely and expedient fashion.

Training
We offer our clients a variety of training options based upon their needs and time requirements. This include sales training, train-the-trainer and end user training. Training is usually offered via remote WebEx sessions, however, if required on-site training is also available.

Sales Training
We offer remote or on-site training for sales teams, including for service providers or CTI Group partners. These sessions are led by professionals who are fully trained and up to speed on both our solutions and industry technologies and can inform and advise on how these technologies are best used to meet enterprise demand.

Train-The-Trainer
We offer training for individuals or departments from service providers or partners in the use of our applications. This training includes use case scenarios, benefits, features and walk through of system functionality and is available in either remote or on-site training sessions.

End-User Training
We offer remote training for end-user customers. Training is centered around actual use case scenarios and shows end-users how to use CTI Group applications based upon user experience.

Quick Start Tutorials
Our products feature Quick Start tutorials to assist the end-user in how to use the most common product features.