Hi all,
Since outsourcing our IT solutions and implementing full ACD technology across the Call centre, we have run into a very frustrating ongoing issue - Neither our IT Solutions comp, nor our Dialer comp seem to cooperate with each other to lessen the effect downtime has on our business. The blame for access rights and faults always lie with 'the other side'. It is very frustrating and leaves us stuck in the middle with a load of techie reasons and IT jargon floating around our heads as way of explanation.
Has anyone come across the issue of remote access to individual workstations and/or the call centre in general for dialer companies or CRM companies where the IT network soluation of the 'call centre' in question is outsourced? That is to say if one company has installed my network and is maintaining the domain controller and in-house systems, what access rights should be given to the dialer company - who require FULL access (apparently) to solve any issues or problems or faults that may occur.
You would think for the 6 figure sums one pays for such technology a solution could be reached without me having to reach out for advice, but i guess not.
Many thanks, Shameer.
