Product Support Services

Customer Experience Elevated

The introduction of next generation technologies and innovative business models pose a significant support and operational challenge to Communication Equipment Manufacturers (CEMs) and Communication Service Providers (CSPs).

The heightened customer expectation in a flawless and compelling experience can quickly become complex and expensive. In a digital era there must be an emphasis on global 24x7 support and operations that move products and services to meet elevated customer expectations.

Today’s software products are increasingly interconnected and complex to install, maintain and difficult to troubleshoot. A 360 degree technical support environment is required to strengthen the customer relationship: unified operations, customer training, voice/email support, social channels, self-care portals, web forums and 24X7 access resources.

We bring a highly-skilled global workforce with multi-vendor, multi-technology experience to help create a world class support center. Our multiple delivery models with offshore and onsite, extensive partner ecosystem help us deliver end-to-end work.

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In the digital era every company must place a spotlight on product and technical support to ensure the customer experience is seamless from initial product installation to global 24x7 contact centers and operations

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Our Services

Aricent's product lifecycle services spans design, engineering, test and operations. We help our clients adapt and keep pace with the changing industry landscape in solution architecture, application development and deployment, system infrastructure implementation and software engineering.

Some of our services include:

Network Engineering

Span network planning and optimization, deployment, configuration, migration, field testing, interoperability testing and acceptance testing.

Rapid progress of technology, evolving technology platforms and requirements like Internet of Things (IoT) and Cloud are increasing the complexity of solutions. Connectivity is key for most of the solutions to stay relevant in the new market. Aricent’s network engineering services offer end-to-end solutions for deployment, optimization and maintenance of networks, connectivity-related products/software.

Aricent has proven capability in providing network engineering services across a wide spectrum of domains which includes:

  • Traditional wireless including GSM/GPRS/UMTS/LTE
  • Connectivity including IPv4 to IPv6 migration
  • Core network including IMS (IP Multimedia Subsystem)
  • IOT solutions including smart city, Cloud, SDN/NFV and Customer Experience Management (CEM)

Aricent is working with several Tier-1 and Tier-2 clients in transforming their products and network services to IPV6 or SDN/NFV architecture. Aricent has an ecosystem of SDN partners involving OEMs and Semiconductor vendors. Aricent’s extensive experience in CEM domain will allow product companies as well as service providers to make proactive improvements in their customer experience efforts and engage each subscriber in resolving problems and improving service levels. This results in reduced churn of customers.

Technical Support

Provide 24X7 global L1, L2 and L3 services for multi- technology and multi-vendor environments.

Aricent offers technical support services to OEMs, ODMs, network and software application environments, which is delivered through a shared services model. A very cost-effective solution for your business needs which can be achieved through traditional on premise/ODC models. Our technical support services include helpdesk support, incident management, ticket management, problem management and service availability, backed by ITIL compliant processes and industry standard SLAs.

What makes us unique, is our deep exposure across carrier and enterprise networks, chipsets & hardware platforms as well as devices and applications. We also have a scalable and global skill pool and support management framework based on ITIL practices. Additionally, we provide proven and mature business models, comprehensive service transition framework and enabling software solutions for knowledge management and operational dashboards. Aricent’s Technical Support Services with 24X7 global L1, L2 and L3 services for multi-technology, multi-vendor environments have proven support experience with top networking, telecom, software, semiconductor, Internet and industrial companies.

Aricent technical support services encompasses support for:

  • Carrier and Enterprise Networks
  • Security products
  • Communication and Collaborations products
  • Virtualization and Data Center products
  • M2M solutions - devices, middleware and backend frameworks
  • Cloud Infrastructure, Systems and Applications
  • IoT devices, platform and frameworks

Software Deployment

Include deployment, configuration, interoperability testing, acceptance and migration for software products and solutions.

Software products deployment and ongoing support are becoming increasing complex today, due to various factors including rapid evolution of technology, new and evolving platforms and increasingly complex solutions requiring multi-vendor, multi-technology systems integrated with each other.

Aricent’s software deployment services offers services for lab-ready software products and solutions, including support, deployment, configuration, interoperability testing, acceptance and data migration.

We have deep experience supporting the following products and solutions:

  • Core Network Solutions, NFV & SDN
  • M2M / IoT frameworks & Infrastructure software
  • Security, Storage and Location Solutions
  • Service Fulfillment, Service Assurance, CEM and Billing software
  • Analytics, Mobile and Cloud Applications

Managed Services

Helps customers manage their network infrastructure, applications and cloud components.

Aricent offers end-to-end managed services for systems and cloud environments, delivered through shared services as well as traditional on premise/ODC models. Our managed services include 24x7 monitoring, management and problem resolution, backed by ITIL compliant processes and industry standard SLAs.

What makes us unique is our proven and mature service transition and management frameworks, scalable global skill pool, expertise in traditional and cloud technologies as well as the enabling software solutions which help accelerate cloud adoption and simplify cloud management.

Aricent’s Managed Services offering encompasses:

  • Network Infrastructure and Systems
  • Cloud Management and Service Operations
  • Application Management

Aricent's capabilities in managed services include Alarm/Event Management, Service-Level Management, Problem, Change & Release Management, Capacity Management and Lab Operations & Management.

Our Differentiation

  • Optimize costs while maintaining focus on improved response time and support quality. Reduce risk while managing increased complexity of new technology and diverse multi-vendor solution portfolios.
  • Deep domain expertise from product design to deployment and support operations. Introduce pro-active service monitoring measures to pro-actively detect problems early and evolve from focusing on faults to service performance. End-to-end services including support for end-of-life products. Strong support and service processes - ITIL, eTOM, etc. Build new support delivery models to offer specialized and on-demand service.
  • 24x7 global support capability. Flexible engagement models and global delivery. End-to-end SLA based operations and maintenance.
  • Global workforce with deep technology expertise available for quick roll-out of services. 
  • Broad enabling software portfolio to reduce time to market.
  • Key partnerships with leading global vendors.
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