Polycom Elite Service

Personalized and proactive support for your Polycom RealPresence solution

Personalized and proactive support for your Polycom RealPresence solution

Your communications environments are becoming more interdependent as you unify your communications solutions. At the same time, business processes are shifting to rely more heavily on virtual collaboration tools. As a result, your unified communications (UC) environment is becoming more important -- in some cases, mission-critical.

So it is key that the team supporting you is familiar with your unique environment and needs.

Instead of providing support for individual products, Polycom Elite Service delivers a holistic support strategy for optimizing the performance of your solution and increasing your return on investment. Elite Service is a proactive, high-touch service that helps you manage your Polycom environment around the world. It provides resources for managing your day-to-day technical requests. And, it keeps an eye on your Polycom investment.

Key benefits:

  • You save time and money, by having direct access to an assigned Elite Service Manager and Engineer as well as prioritized access to Telephone Technical Support, 24 hours per day and seven days per week.
  • You minimize the demand on your internal IT resources, by addressing your needs with expertise that’s directly related to conferencing and collaboration.
  • You minimize risk and impact, through monitoring, assessment, software upgrades and asset management.
  • You maximize your return of investment, by increasing the user adoption of video solutions to enhance business process.

"The greatest benefit of the Elite Service for my team within HSW has been instant access to Polycom technical staff who understand our working environment and have personal experience with our complex infrastructure. The ability to discuss service and development issues with a dedicated account manager has also proved to be invaluable."

 --Stuart Nash
Head of Voice and Video Services, Telecomms Services, Health Solutions Wales

Features of Polycom Elite Service:

  • Elite Service Manager, who is a direct point of contact for managing all support activities and proactively providing information and advice
  • Elite Service Engineer, who is available to ensure your satisfaction on all the technical aspects of your solution
  • Video Network Readiness Service, an assessment and evaluation of your network’s ability to support high-quality video collaboration or telepresence traffic between specific points with a report of the findings.  Polycom provides a unique annual subscription service for the monitoring tool. A cloud-based application and non-invasive devices to help you understand the performance on your networks. This service includes the PathView Cloud™ application, and AppView Voice and Video software modules from AppNeta™.
  • Adoption Portal- Starter Edition - A turnkey package that helps enable you to create a customized online resource for users of a Polycom® RealPresence® Video Solution. With an always-current array of video tutorials, how-to’s, FAQs, blogs and other content, the Adoption Portal offers users on-demand access to the information they need.
  • Periodic Business Review Meetings, which give you a view into your solution’s performance and action plans for optimizing your technology so it meets your business needs
  • Asset Oversight, through software upgrade management and version control, and through proactive maintenance of an asset list that provides a strategic view of your solution
  • Enhanced Reporting and Root Cause Analysis, which help reduce the recurrence of issues
  • 24-Hours-a-Day, 7-Days-a-Week Telephone Support, which provides you with around-the-clock peace of mind
  • Features included with Premier, advanced parts replacement, Major Software releases and Software Upgrades as available.

Polycom recommend additional value added services to complete the holistic service strategy, optimize the performance of your solution and maximize your investment. These include:

  • Uplift to Premier Onsite, optional uplift to provide an onsite engineer to resolve technical issue available with Premier Onsite
  • Adoption Consulting Service - understand how your solution is deployed and used, and how you can optimize and increase usage to maximize your ROI.
  • Resident Technical Service - Dedicated onsite technical resource, access to Polycom technical expertise to support your in house IT team.
  • Client Service Manager - A Polycom Client Service Manager (CSM) provides you with a single point of accountability - from pre-sales through to implementation, deployment and ongoing operation. The CSM is the point of contact for the Polycom sales team, its partners/resellers, its customer executives and its technical stakeholders
  • Business Relationship Management - a support module developed for customers seeking post-implementation support and Polycom assistance to grow, manage, and optimize their Polycom investment. The module is delivered through a Business Relationship Manager (BRM) who serves as the non-technical management interface to a designated customer representative for all Polycom service program activities.
  • Remote Technical Support Engineer -  helps customers maintain their Polycom solution, and achieve desired response and reliability goals when technical assistance is required. The RTSE acts as the customer’s primary technical point of contact, has immediate access to Polycom’s knowledge base, and is backed by 24x7 remote expertise including tier 3 technical support, research and development, lab systems, and management escalation support to ensure a high level of support and response times.  RTSE is available to customers that maintain active Advantage, BCS or Elite support, or have Polycom Management Services on their Polycom solution.  Assigned as part of a customized Day 2 support program for customers seeking a closer technical relationship with Polycom.

Customer Story


Efficient use of its immersive telepresence network gives SCOR, a leading international reinsurance and asset management firm, the ability to serve the finance interests of it’s vast list of clientele.

Smiths Group PLC


Polycom Services Portfolio

Polycom Solution Portfolio


Immersive Telepresence Maintenance Service

Data sheet outlining the Immersive Telepresence Support service


Reporting and Analytics Matrix

This matrix is a great way to view a side-to-side comparison of the different reporting and analytic tools Polycom has to offer


Turn your Polycom data into actionable insights

This white paper describes 10 ways to turn Polycom data into actionable insight


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