Customer Support

Getting the most from an investment in our solutions

A team of industry professionals ensures customers gain the maximum return from their investment in our solutions.

Account Management
For our account directors it’s all about forming a close working relationship with the customer.  They are responsible for supporting customer initiatives, resolving any issues, managing in-customer product development, overseeing delivery of the Service Level Agreements (SLA) and ensuring all customers are fully aware of our direction, goals and the product roadmap.

Operational Management
From an operational perspective customers have access to a dedicated operations team who ensure the smooth operational functioning of their account.  This includes regular contact with the head of operations, who is responsible for ensuring customer satisfaction and delivery against the SLA, together with the security of customer data and compliance with data protection legislation.

Second Line User Support
The technical support team provides second line support to end-user customers via email and telephone.  Their expertise on CTI Group products is second to none, providing help and guidance on the use of the product, as well as tracking and resolving any software or data issues.  Unlike a lot of support desks our support engineers answer the phone directly and endeavour to resolve all issues on the first call. 

Calls, which are answered on behalf of the service provider using approved dialogue, provide an additional source for feedback to measure user satisfaction of CTI Group solutions, which is then fed back to the service provider.

Marketing Support
In order to help gain maximum benefit from an investment in our solutions, a dedicated product marketing team is available to help create a range of internal and customer facing material.  This can be used to support an internal product launch or to promote the solution into an end-user customer base.  The material is available in white label format.  Alternatively we can work with in-house or outsourced design teams to create bespoke sales and customer communications that really bring the products to life.

Examples include:

• Product overviews
• Detailed user guides
• Flash demos
• Marketing collateral and brochures
• Sales tools and training material