Expert-Led Contact Center Support.
Around the Clock, Around the Globe.
Call Center Power delivers end-to-end managed services for your contact center, including incident response, service requests, system optimization, and strategic guidance, so your team can focus on customers, not infrastructure.
Learn More ↓Everything your contact center needs. Managed by experts.
Our managed services model combines proactive incident response, structured service delivery, and strategic partnership to keep your contact center running at peak performance.
Incident Management
24/7 global coverage through a shared services model with SMEs across AMER, EU, and APAC regions.
- Phone and email access channels
- Real-time platform monitoring
- Structured escalation and RCA governance
- Vendor-based incident escalation
Service Request Management
Design and deployment services for in-life service requests, managed end-to-end by your dedicated team.
- SSRs handled by dedicated service team
- CSRs scoped and implemented upon approval
- Customer change control compliance
- Customer Success Manager oversight
System Optimization
Proactive platform tuning and health checks from platform-specific subject matter experts.
- Ongoing performance tuning
- Proactive issue identification
- Platform-specific SME expertise
- Continuous improvement recommendations
Strategic Guidance
A dedicated Customer Success Manager ensures service quality and alignment with your business objectives.
- Dedicated CSM from day one
- Vendor management and coordination
- Scalable to any contact center size
- Alignment to business objectives
Flexible support designed to grow with you.
Choose the engagement level that fits your contact center's size and complexity. Every tier includes incident management, service requests, and a dedicated service team.
- User and license management
- Basic call flow and queue adjustments
- Break/fix triage and vendor coordination
- Basic monthly reporting
- Incident response and escalation
- Custom reporting and dashboards
- QA implementation support
- IVR script updates
- Bi-weekly review meetings
- Release management and feature adoption
- Strategic roadmap and vendor alignment
- CRM and platform integrations
- Advanced AI/IVA tuning
- Weekly governance reviews
- Quarterly Business Reviews
Measured performance. Real outcomes.
Our managed services team delivers consistent, measurable results across every engagement. As a result, your contact center stays running at its best through rapid incident resolution and proactive system improvements.
In addition, with a mean time to resolution under 2 hours for critical incidents and a 90% customer acceptance rate on improvement recommendations, CCP goes beyond maintenance to actively improve your platform.
Response and resolution you can count on.
Standard SLAs are included with all managed services contracts. Custom SLAs are available upon request for organizations with specific requirements.
| Priority | Description | Response Time | Target Fix Time | Update Frequency |
|---|---|---|---|---|
| P1 | Service unusable, critical business impact, all users affected | 60 min | 4 hours | Every hour |
| P2 | Service impaired with workaround, moderate impact, large user group | 2 hours | 12 hours | Every 4 hours |
| P3 | Minimal business impact, fewer than 10 users affected | 8 hours | 24 hours | N/A |
| P4 | Service requests and queries, no active incident | 24 hours | 3 business days | N/A |
* Target fix time depends on Customer's existing service level agreement with Solution Vendor.
Platform-agnostic expertise across your entire stack.
We manage and optimize contact center environments across all major CCaaS, UCaaS, CRM, AI, and analytics platforms.
CCaaS
AWS Connect, Genesys Cloud, NICE CXone, Five9, Zendesk, Zoom Contact Center
UCaaS
MS Teams, Zoom, Cisco WebEx
CRM & Service Management
Salesforce, ServiceNow, Zendesk
AI / IVA
Amazon Lex, Dialogflow, Yellow.ai
QA & Analytics
Calabrio, Observe.AI, Verint, Anna, Amplify
Additional Platforms
Content Guru, Nextiva, Twilio, and more
Four steps to expert-managed support.
Discovery Call
First, we assess your current environment, platforms, and operational needs.
Custom Scope
Then, CCP builds a tailored engagement plan matched to your tier and complexity.
Onboarding
From there, our team integrates with your tools and governance processes for a seamless handoff.
Ongoing Management
Finally, you receive continuous incident response, optimization, reporting, and strategic reviews.
Why organizations trust CCP
Platform-Agnostic Expertise
Deep SME knowledge across Genesys, Zoom, AWS Connect, Zendesk, and more. Importantly, we support what you run, not what we sell.
True 24/7 Coverage
Our follow-the-sun model with regional teams in AMER, EU, and APAC ensures there's always an expert on call, regardless of time zone.
Scalable Engagement
Flexible tiers are designed to grow with your contact center. Start with what you need today and expand as your operation scales.
Partner-First Approach
From day one, you get white-glove Customer Success ownership. Your dedicated CSM serves as your single point of contact throughout the engagement.
Multi-Vertical Experience
Whether it's healthcare, financial services, government, retail, or technology, CCP has delivered managed services across every major industry.
Proven Methodology
Furthermore, our service model has been refined across hundreds of engagements, consistently delivering predictable outcomes and continuous improvement.
Get Started with Managed Services
Tell us about your contact center environment and we'll follow up within 24 hours with a tailored managed services recommendation.