INTEGRATED OPERATIONS CENTRE

Ownership Economics

 

Futuristic technological background, closeup on the end of optical fiber network cable on blue background

 

Market differentiation through virtual NOC “ownership economics”

Group of agents sitting in line in a bright call centre.

What we offer…

Operation Centre located in Johannesburg, South Africa

24 x 7 x 365 capability with DR (remote worker capability) & rotational shifts with 24-hour technical support

Multiple communication access – Smart Call 080-NOCDESK, web portal, fixed-line, SIP, IVR and mobile

Redundant power – UPS and generator

Redundant data connectivity – fibre (dual service providers), LTE and VDSL

pain in my ass software 

Feature Set

 

•  Dedicated focus on Operations Centre Services

•  Customer Centricity at the core of everything we do

•  Structured interface management for customer and support staff

•  Customized service management process in support of unique

    requirements of customer and SLA

    –  Automated SLA management and escalation

    –  Incident and trouble ticket management – tracking, reporting

        and follow up

•  Independent NOC

    –  Independent reporting on ticket status and associated SLAs

    –  System generated audit trail – credible input to SLA review and

        associated penalties as applicable

•  Standard and customized reporting – visibility of status and

   performance

•  Data science, BI and Dashboard driven Operations Intelligence

Differentiating Services 

 

MCORP offers a complete suite of outstanding services, which include…

 

Service Operation Centre (SOC)

•  Service Desk & Web Portal

•  Trouble ticket system

•  First-line support – first call resolution

•  Field force dispatch management

•  Field maintenance coordination

•  Incident communication management

•  Structured SLA management

•  Structured Management reports

 

Network Operation Centre (NOC)

•  Surveillance of Network elements

    via 3rd party or own NMS:

    – Fibre

    – Equipment & Systems

    – Access Management 

    – Environmental (EMS) inclusive of

       physical security

•  Alarm monitoring and control

•  Incident analysis

•  T1 & T2 support customer specific

•  Field Force dispatch management

Managed Services

•  Full Operation Centre as a Service

   (OCaaS) – NOC & SOC

•  Network audits – system based

•  Spares management

•  Warranty management (RMA)

•  Asset management – update of

   the inventory

•  Maintenance services – fibre, equipment

   & facility

•  T3 OEM coordination

•  Professional Services

•  OR consultancy

Consultancy

•  Operations & Maintenance (O&M) models

    audits – people, system & process

•  Operations Intelligence – renewal and/or

    augmentation based on O&M analysis

•  Operations Reporting

Integrated Capabilities fuelled by Operations Intelligence as a Service


 

Typical Operation Centre Service Components


 

Generic Operation Centre Service Support Processes