emPulse

Customer Support
In order to meet the needs of our service providers we offer customized support to resellers and end users. Our goal is to enhance the services of our customers by offering customized engineering support, sales and marketing support and general maintenance to our partners; while providing a support desk to the end user for fast and effective support.

End Line Support
We provide our service provider partners with engineering support for implementation and maintenance. With a primary engineer assigned to each of our service providers we provide complete implementation support. We ensure that our features are tightly integrated into the service provider’s switches. Our engineers work directly with the service provider’s engineers to troubleshoot, test new configurations and implement upgrades. By providing both implementation and maintenance support, we simplify and reduce the risks associated with integrating new software applications.

In bypassing the help desk and contacting engineering directly, service providers can get in direct contact with the engineer assigned specifically to their account.

Marketing Support
We encourage and support our customers and partners in their efforts to market our solutions to their end users.  In doing so, we offer many different marketing support packages that can include branded and white labeled collateral, public relations, written and designed marketing campaigns and user-friendly podcasts/flash demos.

Account Management
Every customer has an account manager who will provide:

• Sales support
• Product education
• RFP support
• Project management

Maintenance
We provide a variety of different maintenance packages complete with help desk and engineering support. 

Professional Services
We offer a variety of professional services for the service provider or softswitch developer who wishes to offer unique functionality to their customers. 

Project Management
Every project needs a dedicated professional at the helm to insure that all requirements are met in the required timeframe. At CTI Group we use the skills of certified Project Managers to ensure the success of all projects. Our Project Manager serves as a liaison between the client and the CTI Group project team using proven project management techniques from the traditional waterfall to the more flexible agile method to meet project goals. We will work with the client to produce a formal statement-of-work for the project and keep the client abreast of all major project milestones throughout the duration of the project.  Our Project Manager will also help transition the client to the proper support team once the project has been completed. 

Development
Our software development professionals offer services to clients based upon years of experience in a variety of development platforms including .NET and Java EE. We have experience in developing both client and web based applications running on Windows and Linux and built upon SQL Server and Oracle databases. Our telecommunications domain experience extends to having worked with multiple telecom billing platforms and IP PBX systems. Our VoIP applications solution set includes offerings for hosted call recording, call centre reporting and call accounting. We offer unique and powerful reporting solutions that display vital data in a real-time or historical basis. Our experience and knowledge also allows us to create custom solutions to meet specific needs. Whether it be applications to solve an immediate need or enterprise applications with security, scalability and redundancy requirements, CTI Group development professionals can help.

Testing Services
Our Software Test Engineering Team conduct product testing at our Indianapolis facility. The testing team performs several important functions for the organization. In our principal role, the team conducts traditional software testing using a variety of tools and methods. This process begins in the requirements gathering phase and continues throughout the implementation phase, as manual and automated functional tests are used to verify the operation of the software. Additionally, the team is tasked with conducting testing to verify that the solutions meet specified performance requirements as well as conducting interoperability tests. Operationally, our testing team is closely aligned with the product development staff, giving us insight into the product design and implementation, as well as the opportunity to identify, isolate and correct defects quickly.

Training
We offer our clients a variety of training opportunities based upon their needs and time requirements. These include sales training, train-the-trainer and end user training. Training is offered via remote WebEx sessions; however, on-site training is also available.

Sales Training
We offer remote or on-site training for sales teams including those of the service provider or the CTI Group partner. These sessions are led by professionals informed on both CTI Group and industry technologies and how those technologies are best used to meet enterprise demand.

Train-The-Trainer
We offer training for the service provider or CTI Group partner individuals or departments in the use of our applications. This includes using case scenarios, benefits, features and a walk through of the system functionality. This training is available in either remote or on-site training sessions.

End User Training
We offer remote training for the end user customer for CTI Group products. Training is centered around actual case scenarios and how to use CTI Group applications based upon user experience.

Quick Start Tutorials
Our products feature Quick Start Tutorials to assist the end user in how to use the most common product features.

For more information or to speak with a CTI Group customer service agent, call 1-877-284-5669 or email today.