WFM Vendor Support

[Shawn Livengood]

Does anyone know of any credible WFM consulting companies? We have Aspect eWFM, and currently pay for their helpdesk support, but rarely use it. For this reason, I'd like to cancel it to save a nice chunk of $$$, but the thought of having our system go down with no vendor support to help revive it scares me. What do you do in regards to vendor support?

[Richard]

What are you looking for. What is the version of eWFM you are running. If you are running with an Oracle DB then that is not supported by the vendor in any case. They will usually only support the application and any issues with that.

Its a pity that I am in Australia as i have been installing and maintaining Aspect eWFM for the past 6 years.

I know that support from Aspect or its partners is quite an expensive option, but it does entitle you to free upgrades and patches, so from that point it may be worth thinking about keeping the support.

I was working for an organizatino out here that let their support lapse as i was able to resolve 99% of issues, but when it came time to upgrade to v 6.2 they had no choice but to pay the current support charges and the previous year to make the upgrade cost effective.