Introducing NTT DATA’s EX Managed Services: elevate your collaboration experience
30 November 2023
NTT DATA is excited to introduce EX Managed Services: a two-tier service that’s designed to address the challenges faced by organizations in optimizing their collaboration tools – particularly in the areas of unified communications (UC) and unified communications as a service (UCaaS).
Services that support a changing EX narrative
These services are especially relevant at a time when employee experience (EX) has become the number-one C-suite priority in the context of improving the customer experience, with 94% of CEOs agreeing that better EX will directly affect their bottom line.
That’s one of the main findings of NTT DATA’s 2023 Global Employee Experience Trends Report, which explains how the EX narrative has changed: it is now about the technologies that enable and empower users and drive efficiency, with a focus on collaboration and mobility tools for seamless EX, regardless of employees’ location.
Cloud brings collaboration tools together
Importantly, 9 in 10 organizations say the pandemic and other macroeconomic factors have forced in-house IT teams to focus on core business activities, so they are increasingly outsourcing the management of complex EX workloads.
A cloud-delivery model such as UCaaS makes a comprehensive set of communication and collaboration applications and services available to enterprises. UCaaS can bring together a range of communication tools, such as voice calling, videoconferencing and instant messaging, into a single unified platform.
Flexibility and cost-efficiency are top of mind when organizations consider UCaaS, and our managed services are designed to help them realize these benefits, among others.
EX Managed Services: Essentials and Premium
Our EX Managed Services – primarily focused on UC and UCaaS platforms – is offered in two tiers to cater to different client needs and preferences: Essentials and Premium.
Essentials: reactive support from NTT DATA specialists
The Essentials tier is ideal for organizations seeking true expertise in the collaboration space with hands-on assistance. This tier focuses mainly on leading cloud-based UCaaS platforms such as Cisco Webex. It offers reactive or comanaged support to assist our clients with administrative tasks that we carry out on their behalf. They also have access to self-care to handle tasks by themselves.
Swift ticket-based issue resolution is provided by NTT DATA for our own Cloud Voice services and for limited hardware maintenance and support. When necessary, this service also includes escalation to vendors like Cisco.
Premium: a proactive managed service for holistic support
The Premium tier is designed for organizations looking for a proactive, fully managed solution that includes support for transitioning from on-premises UC to cloud-based UC.
This tier offers comprehensive management of a client’s UC and UCaaS estates, including devices, meeting-room systems, productivity and more. It’s a full-blown, ITIL-based managed service, with service-level guarantees and proactive, full-time monitoring across on-premises and cloud environments.
Clients can even go the “bring your own carrier” route in regions where NTT DATA doesn’t have telephony coverage, and we will still manage the carrier on their behalf.
Navigating Cisco: a specialized approach
NTT DATA’s EX Managed Services align seamlessly with Cisco’s collaboration tools – a result of our partnership with Cisco of more than 30 years. Our clients benefit from the ease and expertise with which we can migrate them from on-premises Cisco installations to cloud-based Cisco solutions, and we expect up to two million users from our joint clients to migrate from legacy platforms to new cloud models by 2026.
“Our vision is to help customers unlock the promise of hybrid work, so they can securely communicate, ideate and iterate from anywhere, anytime. Together with NTT, we are empowering customers to do just that – using the Cisco Webex cloud platform to simplify their cloud environments for enhanced hybrid work and productivity. Flexible, inclusive, supportive, secure and managed,” says Kristyn Hogan, Vice President: Collaboration Partner Sales at Cisco.
This is a valuable offer at a time when organizations have realized both the importance of EX and the benefits of working with an experienced service provider to address complexity, security, compliance or regulatory concerns.
So, whether you seek reactive support with Essentials or a comprehensive, proactive approach with Premium, our EX Managed Services will help you embrace the future of collaboration.