Last year we replaced our 19 year old Rolm switch with a S8710 Avaya system with lots of bells and whistles for our Customer Service department (CMS, CCE, Witness Contact Store, Witness Quality). The change to the new system has been quite an adjustment, and we have suffered from many learning curve issues.
Under the Rolm system all changes to the software setup and outside technical support requests were run through the IT department. With the new system, our Customer Service department would like to have more control over their programs. They would like to make all changes to the software, and be able to call for help when they need to. Keep in mind, the Customer Service department does not have any technical expertise on staff, and they have not sought any further training beyond what was provided during implementation. The only role IT will have is to maintain the servers.
In this situation, how do you define who calls Avaya tech support?
Under the Rolm system all changes to the software setup and outside technical support requests were run through the IT department. With the new system, our Customer Service department would like to have more control over their programs. They would like to make all changes to the software, and be able to call for help when they need to. Keep in mind, the Customer Service department does not have any technical expertise on staff, and they have not sought any further training beyond what was provided during implementation. The only role IT will have is to maintain the servers.
In this situation, how do you define who calls Avaya tech support?