Customer Success Solutions

SVL’s Client Services Department has one single focus – Customer Success.

Our team of experts, with decades of experience in the Contact Centre industry, can offer your organisation a range of services that begin with an on-boarding process for new users of software and also includes 1:1 and group training, expert services across a range of software and technical consulting which generates even better value from your investment in new systems.

SVL has the right people, processes, and tools to support you in meeting your business objectives.

  • We help you reach your customer experience goals and collaborate with your teams to drive improvement.
  • We have a wealth of talent on-tap to meet your challenges.
  • We offer this support across a wide range of software, including NICE, Amazon Connect, Calabrio and more.
  • We also offer a range of services from Quality Management to the configuration of new Telephony Systems.

Whether on-premise, migrating or fully in the Cloud, we offer support at every stage of your journey. We are your trusted partner from presales through to implementation and beyond, creating real long-term success.

Key features and services

What SVL offer is proactive, hands-on guidance to achieve your business goals. This includes a choice of customer success packages,

We offer:

  1. Global 24/7/365 omnichannel Technical Support, with single point-of-contact and enhanced cross-functional technical collaboration for reduced effort and faster resolution. Your Technical requests are given to an experienced, specialised group of engineers for personalised technical advice when you need it.
  2. Tailored enablement to fuel successful adoption and higher productivity. Your Account Manager can offer a range of resources every month. We can offer subject-matter experts from different practices, roles and teams.
  3. Ongoing coaching to identify opportunities for greater efficiency, higher revenue and lower cost. SVL can offer a range of expert training sessions covering a wide range of subjects which includes Reporting, Dashboard Performance, Agent Analytics, ACD/IVR and Quality Management.


Managed Service

Our Managed Service offering is another term for managed administration. Your organisation may not have the resource, the experience or the inclination to manage the many cases that can be raised on a weekly basis and would then be passed to your in-house I.T. team.

SVL can outsource this service for you, with a Managed Service which will log, allocate and then close requests made by staff relating to the software you have purchased. Our software specialists and engineers will then have the issue allocated to them for resolution.

If any problem can be solved without need for customer action we will do this and log the activity. We will, however, work closely with your in-house team in cases where the problem may be more complex and relate to in-house systems.

The customer has full visibility of system configuration, changes, and application activity. SVL will provide a number of reports on a monthly basis. These reports will document all changes carried to the platform and provide an overview of the user, group and security configuration. In addition, SVL will provide audit reporting on and security related events. The reporting provided will also allow our clients to measure performance against SLA.

Contact us to find out more.

Cloud-based projects

Whether you are fully migrated or on the journey to full digital transformation, SVL’s Client Service and Project Management Teams can support market-leading cloud-platforms including CX One and  Amazon Connect.

With virtualisation, it is crucial to choose the right cloud engagement strategy that fits your organsation’s size and output:

Select the package that’s best suited to your contact centre or control room—from small business to very large enterprise.
Make it personal: Drive successful adoption and productivity with flexible tailored enablement and onboarding built around your business.
Customise the experience: Deliver the right logic for your business needs with custom use cases and script configurations.
Learn from the best: Build and deploy the right technical components to ensure an excellent experience for your consumers with access to in-depth, specialised Cloud and Contact Centre expertise.

SVL will help you choose the right package and select the best project team to meet your own specific requirements.

Talk to us

We are here to help you with any enquiries you may have. Please leave your details an we will get back to you quickly. If you need a quote, or just an informal chat with one of our experts to ascertain what you really need. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL can be your trusted partner.