The challenge

Nowadays, the major companies in our country need to maintain the best possible connectivity in order to carry out their day-to-day operations. It is vital that their communication systems, particularly their network connection, do not fail and are always available. Accordingly, the systems must be monitored in real time to minimise incidents and maximise availability.

Telefónica chose Dominion to provide this critical service to more than 32 companies in the industrial, financial, public administration and hospital sectors.

DOMINION's +

Dominion has been monitoring and controlling IP technology (voice and data) for some of the most important Spanish companies meeting the highest efficiency standards. These services included identification, specialist technical support and troubleshooting to maximise network availability. Providing these services involves combining technological expertise with its application according to the client's business requirements.

The team has consisted of as many as 200 people, distributed in various control centres and at the client's premises. Technological expertise and efficiency in personnel management has been a key aspect in ensuring high performance and compliance with the SLAs laid down by the client. Dominion has used its SICS technology which allows for staff operation real time monitoring to identify and correct any deviations from the agreed service levels.

Results

For over 10 years, the agreed service levels have been consistently met while the volume of operations assigned to Dominion has gradually risen. The satisfactory work performed has been certified by the client.