Thanks to its global presence, the BMW Group relies on its partners and suppliers for quality products and services. One of its partners is Algotech, which provides ServiceDesk and support for the Avaya communication solution. 

By operating a cloud centre and a non-stop ServiceDesk solution, Algotech is also able to provide ServiceDesk support for customers such as BMW. Maximum service availability is important and unconditional in this case, especially to the customer's global footprint, from the headquarters in Munich to Australia or Japan.

Thanks to the possibilities of modern technologies and remote connection, all required activities within the service can be provided remotely by authorized specialists at 3 levels of support:

• L1 support - support of the ServiceDesk operators themselves.
• L2 support - cooperation of ServiceDesk and Telco team in solving incidents
• L3 support - consultation and communication over a situation arising at a specific site with the involvement of a solution architect/senior consultant on the Algotech side

The aim of providing services together with other telecommunications partners is primarily:

• Maintaining the availability of Avaya's telecommunications solution at customer locations in communication with end users or intermediaries (other service partners).
• Resolving telecommunication incidents arising from operations at individual customer sites.
• Checking and configuring equipment to ensure communication at individual sites.
• Supporting system upgrades and reboots.
• Providing information and monitoring of equipment at selected sites.
• Supporting end users in resolving incidents and changes to call flow settings or end device operations.