Keep your platform healthy—every day.
Managed Services from DCX gives you reliable coverage for cloud telephony and contact center operations: monitoring, incident response, change management, releases, reporting, and continuous optimization—without building a full internal team.
What we manage
A complete operational layer—designed to reduce incidents, keep changes safe, and continuously improve customer outcomes. We’ll tailor coverage to your platform, integrations, and compliance needs.
Monitoring & reliability
Proactive monitoring and platform health checks to catch issues early—plus clear escalation paths when something breaks.
Incident response
Triage, root-cause analysis, and resolution support for call quality, routing failures, auth issues, and integration outages.
Change management
Safe changes with documentation, testing checklists, rollback plans, and clear approvals—so improvements don’t create outages.
Integrations upkeep
Keep CRM/ticketing and data integrations stable—monitoring, break/fix, and improvements for better workflows.
Security & access controls
Role reviews, least-privilege access, recording policies, retention support, and audit-friendly operational controls.
Reporting & optimization
Dashboards and KPI reviews (AHT, FCR, CSAT, conversion) with a continuous improvement backlog to drive outcomes.
Managed Services tiers
Choose a tier based on your current maturity and the level of ownership you want us to take. We can start small and scale as needs grow.
Essential
Best for stable environments that need reliable support coverage and safe changes.
- Ticket-based support + troubleshooting
- Scheduled changes + documentation
- Monthly health check summary
Enhanced
Best for teams driving ongoing improvements with a consistent backlog and performance targets.
- Priority response & shared backlog
- Regular KPI reviews + reporting support
- Release/change planning assistance
Premier
Best when you want operational ownership—reliability, governance, and continuous improvement led by us.
- Monitoring + incident management
- Governance, runbooks, and change controls
- Quarterly roadmap + optimization plan
SLA & response expectations
We’ll align to your preferred channels and escalation model. Below is a sample framework we tailor to your business hours and support tier.
| Severity | Examples | Target first response | Target updates |
|---|---|---|---|
| Sev 1 Outage / major impact |
Calls failing, routing down, widespread auth issues, critical integration outage | Within 30–60 minutes (tier-dependent) | Every 30–60 minutes until stable |
| Sev 2 Degraded service |
Intermittent failures, partial queue impact, reporting broken for key stakeholders | Within 2–4 business hours | Daily (or per agreed cadence) |
| Sev 3 Standard request |
Configuration changes, IVR updates, new users/roles, dashboard improvements | Within 1–2 business days | Weekly status (or per sprint) |
Final response times and coverage windows are defined in your statement of work and can be aligned to internal policies and compliance requirements.
Common managed services engagements
Where we provide immediate operational lift—and long-term improvement.
- Operational ownership — ticket intake, prioritization, change approvals, delivery, and documentation.
- Release coordination — planned upgrades, regression testing, and low-risk rollouts.
- Integration reliability — reduce failures and improve data quality across CRM/ticketing and analytics.
- Continuous improvement — IVR containment, routing optimization, reporting improvements, and QA/WFM support.
- Audit readiness — access reviews, recording policies, retention settings, and evidence-friendly documentation.
How we run managed services
A simple operating model that reduces noise and improves delivery quality—intake → triage → safe change → validation → documentation → repeat.
Onboarding & baselining
We review current setup, integrations, access, dashboards, and operational pain points—then define priorities and cadence.
Intake & prioritization
Centralized intake, severity definitions, clear owners, and a managed backlog so urgent items don’t crowd out improvements.
Safe changes & validation
Planned changes with checklists, testing, and rollback plans—plus clear release notes and stakeholder communication.
Reporting & continuous improvement
Health checks, KPI reviews, root-cause trends, and an optimization roadmap that compounds value over time.
Ready for managed services?
Tell us your platform, coverage needs, and top priorities (stability, change velocity, reporting, integrations). We’ll propose a managed services plan with clear scope and expectations.