Global Services

With today’s global technologies, business relationships are no longer restricted by geography. Your customers could be around the corner or around the world, which means your global communications capabilities can be a determining factor in your strategy for success.

Carousel Industries’ Global Services team has the international experience and depth of expertise to create a multinational strategy which can enhance your global presence or guide you through the first steps to taking your business across U.S. borders. We’ve developed specific strategies and solutions for our over 100 international customers’ most commonly encountered challenges, so you bypass the learning curve and proceed directly to success.

Our Global Services and Solutions include:

  • Unified Communications
  • Managed Services
  • Maintenance & Support
  • Visual Communications
  • Technology Solutions & Consulting
  • Next Generation Contact Center Solutions, Recorders, Emergency Notification

Some of the most common challenges we help our international customers overcome include:

  • Managing multiple contracts with multiple contacts
  • Managing pricing differentials between countries
  • Finding qualified international business partners
  • Deciphering various VAT and tax issues that come with international equipment purchases
  • Overcoming language barriers, in particular with technical engineers

Our consultative approach and deep technical expertise form the basis of solutions which consistently help our clients overcome these challenges AND enjoy multiple benefits. In addition, our fine-tuned implementation process ensures that your solution will enjoy a smooth and seamless installation.

For more information on our Global Services Team, please contact: .(JavaScript must be enabled to view this email address) or 862-210-3000.

Key Benefits of Carousel’s Global Services Team

Collectively, these benefits essentially eliminate the unknown and limit your monetary risk – the two biggest risk factors of doing business internationally.

Single Point of Contact – Establishing an international presence requires negotiating a myriad of contracts and cultivating multiple points of contact. Maintaining communications with all of these players is extremely time-consuming and requires extensive coordination. Carousel Global Services provides you with a single point of contact who will be an English-speaking badge-carrying Carousel employee based in the U.S. We’ll handle all of the administration, contracts and support with an eye on the whole picture, so you can focus on your business.

Business Partner Vetting – Finding good business partners in a foreign country can be daunting, even if you have specific assessment standards in mind. Culling through the options requires assessing quality of work, certification levels, skill sets and more. Carousel’s Business Partner Vetting process takes care of all of that analysis for you. We perform the ideal due diligence to assess if a partner has the necessary skill requirements, strategy, customer service and most importantly, the technology to serve as an appropriate business partner. As a result of this strict vetting process, Carousel has over 65 global partners in over 80 countries, providing us with high-quality support around the world.

Global Pricing Standards – Many newbies to international business find that although many U.S.-based organizations use a certain discount level, that pricing is generally not extended globally. In fact, most countries have varying pricing points. Familiarizing yourself with each country’s standards can be time-consuming at the least and require a doctorate in mathematics at its worst. We provide our customers with a centralized purchasing system so you don’t have to worry about pricing differentials from one country to the next. We also provide guaranteed quotes for a limited number of days, protecting you from currency fluctuations, and we address tax and VAT issues if you wish.

We Speak Your Language – Engineers are difficult enough to understand in English, let alone a foreign language. Although many countries can manage to do business in English, many prefer to conduct business in their own language. Our translation services provide liver answering of service calls in the native tongue, so you can be sure your messaging and communications are clear and understood, complete with colloquialisms.

Unified Strategy of Seamless Support – Our standardized SLA agreements provide you with essentially seamless support, whether here in the United States or anywhere in the globe. In addition, because this approach concentrates all of your purchases rather than distributing them across multiple business partners, we are able to provide you with a much deeper and more consistent discount and greater purchasing leverage.

We also offer customized support options through our Network Operations Center, which operates 24.7.365 with redundancy and comprehensive system monitoring, plus many other appealing features.

We Stick with Your Standards – We understand that you have standards you’d like maintained throughout your organizations and we ensure that those are reflected consistently throughout your global presence. Your Paris office equipment installation will mirror your Shanghai office so you always know what to expect regardless of where you are.

For more information on our Global Services Team, please contact: .(JavaScript must be enabled to view this email address) or 862-210-3000.

Global Partners

Carousel’s Global Services Team has cultivated partnerships with over 67 global partners in over 80 countries, providing us with high-quality support around the globe. We leverage a detailed business partner vetting process to hone this group down to the qualified few, performing intense due diligence to select the vendors with sufficient attributes to join the team.

This vetting process comprises the following steps:

  1. We work with the manufacturer to identify for us their top three partners in a particular discipline. We pick three because rarely can a single partner can handle all aspects of our service requirements.
  2. We visit the potential partner, interview them, then basically perform due diligence almost as if we were going to acquire the company. We gather certain statistics and make assessments based on:
    • Number of technicians and specific skill sets
    • Certifications in specified technologies
    • Training programs and schedule
  3. We discuss their corporate strategy:
    • Where do they see themselves five years from now?
    • How are they progressing on the technology? This is a key focus as these partners must be able to act on our behalf should we need them.
  4. We examine their customer service history. They must provide us with customer satisfaction surveys or results from their surveys, and we rank them that way.
  5. We assess their ability to be flexible and enter into guaranteed SLAs.

If they pass all those gates, we enter into a legal binding agreement that guarantees SLAs, inventory stocking levels, and pricing. We select a preferred partner and two backups for every country - the backups are to accommodate an unanticipated resource shortage.

For more information on our Global Services Team, please contact: .(JavaScript must be enabled to view this email address) or 862-210-3000.

Carousel’s international project management process is seamless and transparent to the end-user. In fact it is the same process we use with our domestic customers, backed by years of high customer satisfaction marks and outstanding quality of service.

Our implementation process includes the following steps:

Initial Assessment and Integrity Check

  • Perform handoff from architecture and design teams to understand the intent of the project and the specifications.
  • Coordinate completion of planning documentation.
  • Convert design to appropriate in-country requirements.
  • Order the equipment through the in-country partner.
  • Equipment is preconfigured and prepared for delivery.

Once the technical team is satisfied with the system integrity and software, the equipment is de-installed, packed and delivered to your location. When the equipment arrives at your site, technicians will:

  • Unpack all equipment and adjuncts.
  • Perform a complete inventory to insure all equipment has arrived.
  • Rack and stack equipment.
  • Power up the system.
  • Perform a complete test of all equipment, hardware and software.

Evaluation for Cutover

At this point your new communication system will be up and running and ready for the cutover. This will allow you to access your system on site and make any changes that are necessary. The Carousel team will be on site when your new system goes live - ready to handle any issues that come about and make any changes necessary to ensure that your new communications solution is working just the way you want it. This process was created to give our customers complete assurance that their new system will work flawlessly. Our goal is to provide maximum quality and service with a minimum of disruption.

Registration and Maintenance

Each manufacturer has a specific process for registration and deployment of gear, and we take great pains to make sure we deploy every system per manufacturer specs. This makes sure they’ll accept the system for maintenance, that their records are properly updated to include the fact the system went live, and that where appropriate we’ve given manufacturers accurate inventories for their records. With more and more manufacturers requiring maintenance to get access to patches and updates, this thoroughness is more important than ever. We view it as just one more area where we go the extra mile to make sure your engagements go smoothly from start to finish.

The installing engineer will complete the cutover process by registering your system with Avaya, identifying your address and the equipment you have in place there. The Carousel team will always be available to answer your questions or concerns. In addition, Carousel offers comprehensive maintenance programs on our systems so you can be confident that your system will be serviced regularly and receive all of the latest software updates. We also want to keep you as a customer for a long time so we will continue to help you to identify new products and services which will benefit your business.

For more information on our Global Services Team, please contact: .(JavaScript must be enabled to view this email address) or 862-210-3000.