Converged Telcom has quickly established itself as a leader in advanced telecommunications. We partner with vendors who offer smart solutions to integrate voice and data systems. These advanced systems help optimize business practices, drive workforce engagement, and create a competitive advantage - resulting in efficiency and productivity.
What We Do
At Converged Telcom, we collaborate with clients for the network or telecommunication services they need. We deliver customized solutions as per their requirements. We offer single and multi-line phones for small to large business.
We provide, manage and maintain business phone systems. Apart from setting up cabling for computers, voice and video services, we also provide service agreements for servicing the systems that we provide to our clients.
A new installation brings out our best. In addition to your Customer Service Representative (CSR), expect to meet a dedicated project manager, a lead technician - along with support technicians, if required - and an end-user educator all working together to ensure a seamless installation. Along the way, your own participation is enlisted ensuring that any unforeseen matters are handled properly.
Once an installation plan is agreed upon, all necessary pre-installation tasks get underway. Hardware is inventoried and tested, manpower is committed and scheduled and installation date(s) confirmed. Every effort is made to meet the timetable requested by each of our customers.
Additionally, new installations are afforded a 30-day period after cutover to fine-tune the initial programming at no additional cost.
We provide a two-year warranty on new system installations.
End user training is a necessary part of any new system purchase. We take great pride in the products we offer and make every possible effort to help our clients understand, in the quickest possible timeframe, the system they've decided to invest in.
End user training is, therefore, scheduled prior to, on or near the cut-over date on each new installation. Customized pre-training sessions can also be arranged and scheduled in order to meet any clients' specific business needs.
We are also able to conduct training sessions via a GoToMeeting session with one of our engineers whereas applicable.
The services of long haul and dial-tone providers are often a required part of most work requests. This is typically true for new installations whether purchased from Converged Telcom or customer provided equipment [CPE], total system relocations, move add and change orders as well as service repairs.
Our Consultant can also provide consultation and assistance with the planning of your dial tone needs in order to best meet your particular needs and budget.
Who isn't distressed at the mere thought of moving? Well, no need to anguish ... our reliable support staff is always available to assist you with your relocation.
Our relocation services typically begins with an on site consultation and may include assistance with any necessary floorplans and detailed coordination with other vendors participating in the relocation project.
Note that a lead time of no less than 30 days is often recommended to ensure that time commitments are met.
Work Order department is never at a standstill making up a considerable segment of our day to day operations. Work orders are thus scheduled within 3-5 working days or less after the request is received provided there are no requirements to interface with a service provider, where orders have to be placed for non-standard equipment or when conditions out of our control exists. In any case, all efforts are made to service our customer's requests as quickly and efficiently as possible.
Additionally, our large and extensive inventory allows us the ability to install and service customer equipment in a cost effective and timely manner.
Remote programming is also available where applicable.
Maintenance Service Agreements are available on our NEC, Toshiba, and AVAYA Partner systems at special rates.
A customer on maintenance will enjoy these important benefits:
- Priority Response to System Down
- Annual Preventative Maintenance Check Up
- Predictable Operating Expenditures
- Labor, Parts and Travel for repairs caused by wear and tear from normal use
- Reduced Travel Rate for Billable Requests (work orders)
- Help Lines
Service response guidelines for normal operational hours are as follows:
Monday through Friday, 8:00AM through 4:45PM, a customer service coordinator will answer the calls and open up a Service Ticket.
Remote access service is available where applicable.
Service calls received by 11:00AM on a regular working day are usually responded to by the afternoon of the same day, provided there are no statewide outages or other events beyond our control preventing access to your location.
Service calls received after 11:00AM are usually scheduled for no later than 12:00PM of the following workday. If possible, all efforts are made to complete the call on the same afternoon of the day the call was received on.
SYSTEM DOWN - A technician will respond to the problem within 2 hours or less after the call is received, provided there is no statewide crisis or major natural disaster which would prevent access to the work site. There is no guaranteed 2-hour response time for customers who do not have a maintenance support contract or warranty in place.
Service guidelines for after-hours, weekends and holidays:
Our Contact Center system quickly distributes calls to a technician on stand-by. The technician will respond to a system down by live voice within two hours of a call. Customers who are on warranty or maintenance are not charged for system down service as long as the problem is deemed to be caused by normal wear and tear or usage.
Customers on Time & Materials are charged at the prevailing overtime rates.
Technicians are not dispatched to site for servicing after hour calls that are of a non-emergency nature that can be addressed on the following workday. The technician will respond to the caller by live voice and advise accordingly.
If the customer requests and agrees to the after-hour charges for a non-emergency call out, the customer is charged and responsible to pay for a minimum of two hours at time and a half (at the ongoing labor rate), travel charges both ways and applicable tax.
Equipment is chargeable for customers on Time & Material status.
Converged Telcom specializes in the running of voice, data, fiber, speaker, and coax cable. Technicians are factory certified and use state of the art test equipment to certify work.
Have a data challenge? Converged Telcom may be able to help. We specialize in getting your data through the office, across the street, or across the state. Inquire with our knowledgeable staff.
Converged Telcom works with a wide variety of vendors to take care of their accounts in Hawaii.