Italtel, a leading telecommunications company in IT system integration, Managed Services, Network Function Virtualization (NFV) and all-IP solutions, is celebrating the first year of activity of its Managed Service Centre in Ciudad Real which was launched to provide 24-hour support to manage its customers’ networks and platforms.
The Service Centre is Italtel’s first point of contact with its customers in Spain – which consist of global and local service providers, large companies and public-sector institutions – and in the past year more than 25,000 tickets related to service requests, network and platform issues detected and customer claims were resolved, in line with specific service level agreements.
“The networks of global service providers are undoubtedly complex and have very high security and operational standards,” said Félix Luna Castro, Country Manager of Italtel S.A. “Italtel’s vast experience and presence within the telecommunications sector since 1921 and its high quality of management processes has ensured service efficiency since the beginning of this project, meeting our customers’ needs and ensuring complete satisfaction.”
Italtel – which has a presence in 13 countries including Spain since 1997 – has built highly skilled technical teams with different functional levels. The teams undergo continuous training, significantly funded by Italtel, bringing important benefits in terms of efficiency, the number of incidents resolved during the period and speed of resolution.
The services managed in real time from the Ciudad Real Service Centre are based on NGN, SIP Trunking, Unified Communications and Collaboration, Mobility, Roaming and International Signalling, M2M and Internet of Things, Messaging Virtualization and Cybersecurity.