Davox's dispatchers expect Logicon to provide an ETA within 30 minutes, or at most an hour, of notification. If a client site is within 50 miles of one of Logicon's 35 service centers, the engineer is expected to get there within four hours. If an office is between 50 and 100 miles, there's an eight-hour deadline. Over 100 miles, they're expected to make their best effort. Once at the client's office, the Logicon engineer coordinates with the Davox staff, keeping the dispatcher up to speed on the status of the project.
Complete recovery is the goal, and nothing is left to chance.
Unresolved cases are escalated back to Davox. As effective as it is already, the teamwork should become even smoother this year when a new electronic call desk system is implemented. Our next push is to build a larger group of elite engineers who can handle installations and software upgrades on all our new systems. Keeping the customer satisfied Given its dedication to its clients, Davox follows up regularly to make sure they're satisfied with the service they're receiving. Logicon likewise goes the extra mile to make sure its customer Davox is satisfied.