The Project
The ProjectSureCall needed a partner to keep their 24/7 global contact centers running without interruption. ProServeIT stepped in to provide proactive, "always-on" support for their cloud-based teams using Microsoft 365 and Azure. By monitoring systems around the clock and focusing on reliability, ProServeIT turned technology from a constant worry into a quiet strength. This partnership ensures that SureCall’s remote agents stay connected and their customers receive seamless service at any hour.
Problems Solved
Problems SolvedAlways‑On Operational Requirements
Consistent and reliable IT support experience
Seamless support for a distributed, cloud-based workforce
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Customer Needs: Supporting AlwaysOn Contact Center Operations
For more than 40 years, SureCall has supported organizations that rely on dependable customer communication. Its contact centers operate continuously, supporting remote agents and internal teams across multiple time zones.
As SureCall expanded its cloud-based contact center model, the business needed more than reactive IT support. Every interruption, delay, or inconsistency directly affected agent performance and customer satisfaction.
SureCall required a managed services provider that understood the human impact of technology. An IT partner who treated uptime as a promise, not a metric. Someone who showed up before problems were visible and stayed accountable long after tickets were closed.
The challenge was not only technical reliability. It was consistency. SureCall needed support that felt familiar, informed, and present at any hour.
The Solution: Proactive, CloudFirst Managed IT Services Delivered with Unreasonable Hospitality
ProServeIT stepped in as a comprehensive managed services provider with a people-first mindset. The onboarding process focused on listening before acting. The team invested time to understand SureCall’s workflows, peak hours, escalation paths, and expectations for responsiveness.
From there, ProServeIT designed a managed IT services model that supported SureCall’s reality. Continuous monitoring ensured always-available technology, with proactive attention across infrastructure, cloud environments, networks, backups, and end-user devices.
With 24/7 monitoring and service desk support, issues were addressed quickly and often before they affected agents or customers. Support interactions were consistent, creating trust through familiarity rather than ticket volume.
ProServeIT supported SureCall’s Microsoft 365 and Azure environments to ensure secure, reliable access for remote teams while maintaining performance across the cloud-based contact center model.
Quarterly business reviews shifted the relationship from support to stewardship. Conversations centered on readiness, improvement, and long-term stability, not just incident resolution.
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The Impact: Streamlined Operations and Enhanced Cybersecurity
With ProServeIT managing day-to-day IT operations, SureCall gained confidence that its systems would simply work. Agents stayed productive. Leaders stopped worrying about coverage gaps. Technology became a quiet strength rather than a constant concern.
“Your team has been very reliable and available, and that’s exactly what we needed,” said Marc Bombenon, CEO and Founder at SureCall Contact Centers. “The consistency matters. They know our environment and our business. What started as a vendor relationship became a real partnership.”
This level of consistency reduced friction across operations and allowed SureCall to focus fully on delivering outstanding customer experiences. With a strong IT foundation in place, SureCall is positioned to evolve its cloud-based contact center model and thoughtfully explore innovations such as AI-enabled enhancements.
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