Telnorm has a regional presence across the Americas with more than 100 employees and offices in United States, Mexico, and Colombia. This footprint provides global services and support to our customers with all of the benefits of both an onshore and near shore company, but within a single company. Our approach is purposeful and materially different – ‘Right Person, Right Role’ – encourages collaboration and cross-training amongst employees and offices. The result is a cost-effective, efficient, diverse and technically skilled suite of products and services. Our unique approach extends beyond geography.
We are the producers of our own CRM, Communications and Analytics software, but also work with supporting tools to ensure the best fit for our customers. Platforms include: CRM, Customer Service, Process Automation, Predictive Dialing, Recoding and Auditing Systems, Speech Analytics, QA and Workforce Optimization. Our services and support operations are ISO 9001-2015 Certified, and our technical staff accomplish with must of our providers certifications. Our development team strictly adheres to a customer off the shelf approach to integration that ensures the ability to adapt our platforms and solutions to suit customers’ needs by creating interfaces with third party systems, customizing the existing platform and promoting a soft migration path across the lifecycle.
Businesses change over time and this approach guaranties the compatibility and evolution of the system with new platforms and functionality available in the market, whereby extending the life of the system and greatly increasing return on investment. Our service and support organization staffed from our Network Operation Center is built to suit all support models, structures and SLAs. A dedicated Customer Lead defines and documents each and every customer engagement and support model with associated services and SLAs to provide right sized Technical Support, Training, Help Desk / Customer Support and Project Management. The dedicated Customer Lead is the primary point of contact and escalation path for each and every customer.