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SERVICES

Teams Managed Services

Make Every Call Count: Aura’s comprehensive Teams Managed Services

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Unleash the Power of Seamless Teams Voice

Aura’s Teams Voice Managed Service is tailored to support organizations in maximizing the value and reliability of Microsoft Teams Voice + PSTN Connectivity.

Our comprehensive managed services are designed to empower businesses, streamline communication, and foster productivity across hybrid work environments.

Tailored to meet each customer’s specific needs, while offering three distinct packages – Basic, Plus, and Pro – with varying levels of support and inclusions to suit different budgets and requirements.

24/7/365 Support

Round-the-clock support for critical voice connectivity ensuring uninterrupted operations.

Fixed Monthly Pricing

Transparent costs offering predictability in budgeting per user per month.

Enhanced Customer Experience

Efficiently managed support requests that resolve issues promptly, improving user satisfaction and productivity.

Comprehensive Analytics

Real-time insights into call quality, connectivity, and performance to enable data-driven decisions

Aura Teams Voice Managed Services Packages

Basic

Reliable coverage with essential support. Perfect for teams looking for foundational fault management, service reviews, and streamlined assistance for everyday needs.

  • Fault Management P1-P3 with General Service Desk
  • Standard historic CDR data
  • Bi-Annual Service reviews
  • 12 Service tokens per year

Plus

Step up with a designated Service Manager and deeper analytics. Ideal for teams ready for advanced insights and quarterly reviews to drive productivity.

  • Fault Management P1-P3 with Designated Service Manager
  • Standard historic CDR data + user & call queue analytics
  • Quarterly Service reviews
  • 24 Service tokens per year

Pro

Maximize your Teams potential with full-service proactive management. This is the ultimate package for organizations seeking unparalleled control.

  • Fault Management P1-P4 with Designated Service Manager + Assigned Customer Success Manager
  • Standard historic CDR data + user & call queue analytics + advanced analytics + proactive monitoring
  • Monthly Service reviews
  • Unlimited moves/adds/changes

From Setup to Success

From Setup to Success: Full Service, Total Control, and Customized Connectivity for smarter teams

Full Support Desk

On-demand access to Microsoft-certified experts who handle all Teams-related issues, manage PSTN connectivity from setup to troubleshooting, and proactively monitor systems to prevent disruptions. Requests are addressed promptly across Teams Voice, Auto Attendants, Call Queues, and more. Add flexible packages for Moves, Adds, and Changes (MACs).

Teams Voice Administration

Our Teams Voice Administration offers complete management of phone numbers, user and resource accounts, and PSTN access. This includes the creation, removal, and modification of accounts, auto attendant and call queue setups, as well as DID number procurement and assignment through Direct Routing or Operator Connect, making it easy to keep connections seamless and communication flowing smoothly.

Advanced Analytics and Reporting

With Advanced Analytics, clients gain access to real-time dashboards and monthly reports, visualizing critical metrics such as call quality, queue performance, and agent activity. These insights allow businesses to assess resource allocation, monitor peak call times, and receive actionable recommendations for continuous improvement.

Governance and Adoption

Aura’s Governance and Adoption tools help businesses track Teams user engagement and usage trends, providing targeted support for low adopters. A centralized governance dashboard offers visibility into Teams activities, ensuring compliance and effective management of the platform’s usage and adoption rates.

Customer Success & Value-Added Services

Our Customer Success team is dedicated to aligning Teams services with client goals through regular account reviews, health checks, and tailored training programs. With options for monthly, quarterly, or bi-annual service reviews, we analyze performance metrics, identify areas for improvement, and deliver the resources needed to maximize Teams adoption and overall productivity.

Aura AI Voice Prompt Studio

Enhance caller experience with Aura’s AI Voice Prompt Studio, which offers AI-driven scripting, customizable on-hold messages with music, and user-friendly message management. This feature allows businesses to create, edit, and manage prompts, auto-attendants, and voicemail recordings effortlessly, delivering a professional and engaging customer experience.

Service Level Agreements (SLAs)

Our SLAs define clear expectations for response and resolution times, ensuring the highest level of support and customer satisfaction. Acknowledgement response is 15 minutes for each Priority.

Priority 1 (P1)

Critical issues impacting business continuity, with resolution target within 2 hours.

Priority 2 (P2)

High-impact issues that affect large groups or essential services, with resolution within 4 hours.

Priority 3 (P3)

Standard issues affecting individual users or non-essential services, with resolution within 1 business day.

Priority 4 (P4)

Minor issues or routine requests, with resolution within 2 business days.

Get in touch with our team of experts