Maximize your unified communications with our voice, contact center, productivity tools, and network support.
CallTower’s contact center and customer experience (CX) solutions make it easy to make powerful connections and deliver results
Connect with anyone, anywhere, inside or outside your organization, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalize and control their CallTower services
Consulting and professional services powered by Inoria, now a CallTower Company
Discover a comprehensive Solutions Center, offering a hub of resources and information to address your needs and challenges effectively.
SupportWe have a dedicated 24x7x365 customer service team that is trained to help you
Network StatusView the Network Status for live updates on system performance and service status.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Billing Escalation PathCheck out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Sales Escalation PathsCheck out our Sales Escalation Path for swift resolution of urgent or high-priority inquiries.
Client Success Escalation PathsAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill CenterExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilizing our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions Center, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritizing the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customized communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Agency ProgramDiscover Are benefits of our Agency Partner Program for your business. Unlock revenue streams, scalable growth, and extensive support.
Maximize your unified communications with our voice, contact center, productivity tools, and network support.
AI is revolutionizing customer experience by streamlining operations, personalizing interactions, and driving efficiency in today’s fast-paced digital landscape.
CallTower’s Cloud Contact Centers Make it Easy to Make Powerful Connections and Deliver Results.
Connect with anyone, anywhere, inside or outside your organization, from a single, dedicated geographic number.
Offering comprehensive consulting and professional services, Inoria serves as a turnkey partner to optimize and elevate all aspects of contact center operations.
CallTower ConnectA revolutionary tool enabling users to easily personalize and control their CallTower services
We have a dedicated 24x7x365 customer service team that is trained to help you
Sales Escalation PathsCheck out our Sales Escalation Path for swift resolution of urgent or high-priority inquiries.
Client Success Escalation PathAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
ImplementationsExplore the Implementations for a detailed guide to efficiently deploy and optimize our solutions.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Billing Escalation PathCheck out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Network StatusView the Network Status for live updates on system performance and service status.
Sales Escalation PathNavigate the sales escalation path to expedite issue resolution and receive tailored support for your sales-related inquiries.
Solutions CenterDiscover a comprehensive Solutions Center, offering a hub of resources and information to address your needs and challenges effectively.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill CenterExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilizing our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions Center, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritizing the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customized communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Agency ProgramDiscover Are benefits of our Agency Partner Program for your business. Unlock revenue streams, scalable growth, and extensive support.
Sometimes you need a little support and sometimes, you need a lot. Either way, our personable and knowledgeable support people are available by phone or through our online customer portal to help you find a quick and efficient resolution.
Always operate at peak performance with our flexible call center solution maintenance and personalized support services – technical support, migration, patch, new version updates and system monitoring – backed by certified and experienced solution technology experts.
We understand that everyone has constantly evolving, unique needs. It’s why we created Gold, Platinum or Diamond support packages. Select the bundled customer support, maintenance and service path that best augments your call center environment.
We are certified Genesys and Alvaria (formerly Aspect Software) Partners.
SUPPORT FEATURES |
PROFESSIONAL |
PREMIUM |
ELITE |
---|---|---|---|
Access to customer support center Monday to Friday 8:00 AM to 8:00 PM EST |
✓ |
✓ |
✓ |
24/7/365 access to customer support center |
OPTION |
OPTION |
✓ |
Unlimited access to support during normal business hours Monday to Friday 8:00 AM to 8:00 PM EST |
✓ |
✓ |
|
Customer Access Line – Inoria Technical Support |
✓ |
✓ |
✓ |
Access to the support website |
✓ |
✓ |
✓ |
Billable per intervention |
✓ | ||
Time for interventions included in monthly billing |
✓ |
✓ |
|
Service level objectives included |
✓ |
✓ |
✓ |
Proactivity during major Genesys failures |
✓ |
✓ |
|
Summary of major incidents (root cause analysis) |
✓ |
✓ |
|
Incident management with Genesys |
✓ |
✓ |
|
Monitor the new software features to be released |
✓ | ✓ | |
Quarterly meeting for review of support activities and development |
✓ | ||
Assistance / execution of configuration change request (MACD) of minor type or mentoring training questions. Evaluated at less than 4 hours/intervention. Limit of 10 interventions/month. |
✓ | ||
Assistance of a senior Inoria consultant upon request. Architecture review, discussion of current or upcoming technological projects, coaching, presentation of new product or technologies and much more. Subject to availability. 50 hours per year included. | ✓ | ||
Professional Package | Premium Package | Elite Package |
Working closely with your team, we act as your trusted internal advisor, evaluating and proposing solutions across the customer journey that transform your call center into a state-of-the-art contact center ready to meet customer expectations and take on tomorrow’s business opportunities.
Your contact center never stops. Neither should its evolution. Through a systematic and guided customer satisfaction approach, we can help plan and implement your next contact center, improve operational efficiency, provide personalized customer service management, and optimize your omnichannel communications through:
Our internal contact center experts specialized in Genesys, Alvaria (formerly Aspect) and other platforms are also available to lend a helping hand, when needed. Through our staff augmentation services, your team can work alongside our certified contact center solution experts and accompany your requirements for special projects, solution deployments or when you are simply short-handed. Staff augmentation is a great way to gain expertise when you need it most, without the labor-intensive and costly burden of hiring permanent resources!
Our Managed Services is a worry-free, 24/7, full-service solution for your growing or upstart operations. We’ve got the industry know-how to expertly manage your contact center systems and communication channels – to keep you focused on running your business.