Often, the tasks necessary for implementation and user acceptance testing (UAT) are the responsibility of the development team. Because implementations are unpredictable in schedule and duration, you can’t be sure how much of the development team’s time will need to be devoted to implementation tasks. CTE has extensive experience with implementations and has offices spread across the US and in Asia that are ready to support you wherever the implementation occurs. We can provide personnel for implementation and UAT, freeing up your development team for more potentially profitable development work.

The benefits of engaging CTE for implementation and UAT include:
• Reduced costs associated with implementations.
• Flexible staffing capacity enables you to scale up or down to meet demand.
• Our systems integration expertise creates new opportunities for your customers to upgrade to new    version.
• Your development resources will be free to continue to work on new product functionality.

An Offshore Support Center (OSC) would consist of personnel trained by you to handle all L1 and L2 support calls. OSC operations are much like those of a DDU. If a DDU exists, team members are assigned to L1 and L2 calls. Otherwise, the OSC would be staffed with business analysts and software developers—just like a DDU—whose sole responsibility would be the supporting of your clients.

An OSC can also be front-ended by a customer helpdesk. A CTE-hosted helpdesk includes the offshore resources, hardware, software, and infrastructure necessary to manage and host all calls. When applicable, a toll-free number is provided for customer support. CTE provides the infrastructure necessary to allow you access to the helpdesk support software. All L1 and L2 calls are logged and then forwarded to support professionals. You are provided with either VPN connectivity or P2P connectivity to access the call center software.

The benefits of an Offshore Support Center include:
• Utilizing an OSC will eliminate the need for your staff to handle most customer queries,     troubleshooting, and post sales-support, freeing up important human resources to work on other     tasks.
•  Global support out of India, working up to 24x7, can respond to off-hour calls from Europe and
   Asia, eliminating your need to employ US-based personnel during these hours.
•  CTE administers your contracts, reducing the administration costs associated with “pay as you go”
   or annual service contracts.

There are additional cost savings when creating both an OSC and a DDU. The maintenance team assigned to the DDU becomes the support team for L2 and potentially L3 calls. This reduces the training costs associated with creating just an OSC.