NOSC and TAC Satellite Communication
At Segovia, customer care is not just a part of our business plan— it is our entire business plan. We provide 24/7/365 around-the-clock support and proactive network management by a highly skilled, certified and responsive team of security-cleared professionals working from our U.S.-based Network Operations Security Center (NOSC) and Technical Assistance Center (TAC).
Network Operations Security Center (NOSC)
Segovia’s NOSC is an approved, state-of-the-art, cleared facility providing our customers with consistent, reliable and measurable support – assuring superior performance, exceptional network management and rapid fault resolution. Segovia’s NOSC leverages Information Technology Infrastructure Library (ITIL®) best practices, state-of-the-art Customer Relationship Management (CRM) and C4I tools. Our services are ISO 9000-compliant and our expert, security-cleared RF and IP professionals continuously monitor and tune all Segovia networks and more than 3,800 satellite terminals to ensure optimal network performance and security. Segovia’s industry-leading NOSC allows us to provide our customers with the following services:
- RF spectrum management
- Customer alerting & notification
- Change and configuration management
- Information security
- Performance and trouble management
- Service level management and reporting
- Trends analysis and reporting
Technical Assistance Center (TAC)
Operating parallel to our NOSC, Segovia’s global TAC provides superior, highly responsive customer support and care directly to end users via a 24/7/365 help desk, ensuring customers have access to immediate issue resolution or escalation. Segovia’s TAC features:
- First Call Resolution of problems and requests for service (e.g., moves, adds, changes)
- Call Center/Help Desk model utilizing sophisticated Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) call management tools to ensure high availability
- ITIL® compliant BMC Remedy CRM “action management” system to track and escalate open tickets and manage customer assets and configurations
At the heart of our exceptional customer care program, Segovia’s NOSC and TAC operations deliver end-to-end situational awareness, on-demand bandwidth portability and flexible network scalability.
To learn more about our NOSC and TAC, view our Network Diagram.