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Full Platform Management

Your Platform
Fully Managed
by Arkan

Arkan takes complete operational ownership of your UCaaS and CCaaS platforms. Licensing, configuration, users, telephony, integrations, support — everything is handled by Arkan's team. Your IT team is the single point of contact. Nothing else is required from your side.

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How We Work Together

Responsibility Split

Arkan handles

Customer retains

Arkan

Platform Setup

Licensing

User Admin

Telephony

Dial Plans

Integrations

Call Flows

Updates

Monitoring

Incidents

SLA Reports

AMC Requests

YOUR IT

Business Decisions

New Requests

Policy Approvals

Your IT team contacts Arkan for any request — from adding a user to reconfiguring a full IVR. Arkan handles execution from end to end, with no involvement required on your side beyond the initial request.

 WHAT MANAGED MEANS 

 Not a tool subscription A fully operated service

Many organizations deploy UCaaS and CCaaS platforms only to find that the day-to-day burden of managing them falls entirely on their internal IT teams. User changes, telephony faults, configuration updates, licensing renewals, and platform integrations accumulate into a significant and ongoing operational load. Arkan's managed service removes that entirely.

Complete Platform Ownership

Arkan assumes full operational responsibility for the platform itself — not just the underlying telephony. This covers every layer from initial deployment to daily administration.
 
 
Platform deployment, tenant setup, and initial configuration
License procurement, provisioning, and renewal management
System integrations — CRM, directory, and business applications
Version updates, patches, and configuration optimization
 

One Team. One Contact.

Your IT team submits requests to Arkan. Arkan handles everything from there — scoping, coordinating with platform vendors where needed, executing changes, and confirming completion.
 
Dedicated account manager and named technical contact
Structured process for change requests and incident escalation
No handoffs between Arkan, vendors, or third parties for the customer
Regular service review sessions and monthly reporting 

Built on Arkan Infrastructure

The managed service operates on top of Arkan's own infrastructure — complementing it, not replacing it. Arkan Cloud Connect handles the SBC layer; Arkan Wasel provides carrier-grade PSTN connectivity where applicable.
 
SBC via Arkan Cloud Connect (Ribbon SBC SWE Edge)
PSTN access via Arkan Wasel where in-region connectivity is required
Infrastructure and platform SLAs managed together under one agreement
Regulatory compliance guidance included — ensuring the environment meets applicable local requirements in each region

 MANAGED SERVICES PORTFOLIO 

Four Platforms Fully Operated by Arkan


Arkan manages the complete lifecycle of each platform — from the initial deployment and onboarding through day-to-day administration, change management, and ongoing governance.

CCaaS — Contact Canter
support_18375568-1
Zoom · Contact Center

Zoom Contact Centre Managed Service

Arkan manages the Zoom Contact Centre platform on behalf of the customer handling every operational dimension from initial setup and agent configuration through daily administration and telephony operations. The IT team requests: Arkan delivers.
 
What Arkan Manages
 
Platform Administration
  Zoom Contact Centre tenant setup, site configuration, and licensing
  Agent profiles, skill assignments, supervisor accounts, and team structure
  All adds, moves, and changes executed by Arkan on request
Contact Centre Configuration
  Queue design, IVR flows, routing rules, overflow handling, and business hours
  CRM, helpdesk, and business system integrations
Telephony & Operations
  PSTN via Arkan Wasel (BYOC), SBC configuration, DID and number management
  Local regulatory compliance review — ensuring the voice environment meets applicable requirements in the customer's region
  24/7 monitoring, incident response, and monthly SLA reporting
SLA Governed Zoom Certified BYOC Compliance Advisory
3CX Contact Centre Managed Service2
3CX · Contact Centre

3CX Contact Centre Managed Service

Arkan deploys, configures, and fully operates a 3CX-based contact centre on behalf of the customer. The platform runs on Arkan-managed cloud infrastructure, connected to PSTN via Arkan Wasel. The IT team has a single contact for every operational request.
 

What Arkan Manages

 
Platform & Infrastructure
  3CX server deployment on Arkan-managed cloud infrastructure
  Licensing, version upgrades, security patching, and backup management 
  SIP trunk integration via Arkan Wasel for PSTN connectivity 
  Local regulatory compliance review — ensuring the deployment meets applicable requirements in the customer's region 
Contact Centre Configuration
  Extensions, ring groups, call queues, IVR design, and routing configuration
  Agent accounts, supervisor roles, reporting dashboards, and wallboards 
Ongoing Operations
  All changes and additions managed by Arkan on request from the IT team 
  Platform monitoring, incident management, and monthly SLA reporting 
SLA Governed 3CX Authorized Partner Compliance Advisory
UCaaS — Unified Communications
teams_906349-1
Microsoft · Unified Communications

Microsoft Teams Managed Service

 Arkan manages the Microsoft Teams voice environment end-to-end — from Direct Routing and telephony infrastructure through to tenant administration, user provisioning, licensing, call flows, and daily operations within the customer's Microsoft 365 environment. 

 

What Arkan Manages
 
 Tenant & User Administration
  Microsoft 365 Phone System license provisioning and management 
  User provisioning, voice policy assignment, and calling profile management 
  Auto-attendants, call queues, resource accounts, and shared lines 
 Voice & Telephony 
  Direct Routing via Arkan Cloud Connect (Ribbon SBC SWE Edge) 
  PSTN access via Arkan Wasel; dial plan, routing, and number management 
Ongoing Operations
  All user changes and additions executed by Arkan on request 
  Call quality monitoring, MOS tracking, incident response, and monthly reporting 
SLA Governed Teams Certified SBC Compliance Advisory
video-calling_11756013-2
Zoom · Unified Communications

Zoom Phone Managed Service

Arkan manages the Zoom Phone platform across all operational dimensions — tenant configuration, BYOC telephony, user administration, routing, and ongoing changes. Everything the customer would otherwise handle internally is fully transferred to Arkan's team.
 
What Arkan Manages
 
 Platform & Infrastructure
  Zoom Phone tenant setup, site configuration, and license management 
  User provisioning, extension assignment, and calling profile management 
  Auto-receptionist, call routing, call delegation, and voicemail configuration 
Telephony & Numbers
  BYOC SIP trunk via Arkan Wasel, SBC configuration, and number management 
  DID provisioning, porting, and E.164 formatting governance 
Ongoing Operations
  All adds, moves, and changes executed by Arkan on request from the IT team 
  Platform monitoring, voice quality tracking, incident response, and SLA reporting 
SLA Governed Zoom Certified BYOC Compliance Advisory

Who Does What

A Clear Division of Responsibility

Area of Responsibility

Who Handles

It

Description

Platform deployment and initial setup

Arkan

Full deployment, tenant configuration, and integration from day one

License procurement and management

Arkan

Platform license sourcing, provisioning, and renewal coordination

User provisioning and profile management

Arkan

Adding, modifying, and removing user accounts, licenses, and calling profiles

Call routing, IVR, and queue configuration

Arkan

Designing and maintaining all call flows, queues, IVRs, and auto-attendants

Telephony, PSTN, and number management

Arkan

SBC, SIP trunking, DID management, porting, routing, and dial plan governance

Business system integrations

Arkan

CRM, directory, helpdesk, and third-party application connections

Adds, moves, and changes (AMC)

Arkan

All ongoing operational changes requested by IT, executed by Arkan

Platform updates and patching

Arkan

Version upgrades, security patches, and configuration tuning

24/7 monitoring and incident response

Arkan

Continuous platform and infrastructure monitoring with defined response times

Monthly SLA reporting

Arkan

Uptime, quality metrics, usage summaries, and completed changes

Regulatory compliance advisory

Arkan

Reviewing the environment against applicable local telecom regulations and advising on what is needed to remain compliant

Business decisions and organizational policy

Your IT Team

Decisions about who uses the platform, how it is structured for the business

Change requests and approvals

Shared

Customer initiates: Arkan scopes, confirms, and executes

Arkan

Fully handled by Arkan

Your IT Team

Remains with the customer

Shared

Collaborative process

STANDARD ACROSS ALL SERVICES
 
What Every Managed Service Includes

Regardless of which platform Arkan manages, the following operational standards apply to every engagement from the first day of service.

24/7 Platform Monitoring
Continuous monitoring of platform health, call quality, and infrastructure availability — with defined escalation protocols for any degradation.

SLA Governance
Contractual uptime commitments with defined incident classification, response time targets, and monthly SLA reporting for the customer.

Dedicated Account Contact
A named technical contact at Arkan who is familiar with your environment and handles all requests, changes, and escalations on your behalf.

Change & Request Management
A structured process for submitting and tracking changes — from adding a single user to redesigning a contact centre queue — with defined response timelines.

Monthly Service Reports
Regular reporting covering uptime, call volume, platform utilization, quality metrics, open incidents, and completed change requests for the period.

Regulatory Compliance Guidance
Arkan reviews each deployment against applicable local telecommunications regulations — advising on what the environment needs to remain compliant, wherever the service is operating globally.

Engagement Model

From Scoping to Steady-State Operations

Every managed service engagement follows a structured process — ensuring a controlled transition, a validated deployment, and a clearly defined operating rhythm from day one.

Step 01

Discovery & Scoping
Requirements review, environment assessment, and service scope definition.

Step 02

Deployment & Configuration
Platform setup, telephony provisioning, user migration, and integrations.

Step 03

Validation & UAT

Pre-go-live testing, quality validation, failover checks, and customer sign-off.

Step 04

Go-Live & Handover

Service activation, documentation, and transition to managed operations.

Step 05

Managed Operations

Continuous monitoring, change execution, SLA governance, and reporting.

Certified Partnerships. Compliance Support.

Arkan's managed services are built on certified platform partnerships and include regulatory compliance guidance for every region of deployment.

MS Teams Certified SBC

Zoom Certified BYOC

Ribbon SBC SWE Edge

3CX Authorized Partner

Start Here

Ready to Hand Over Platform Operations?

Whether you are deploying a new platform or looking to offload the management of an existing one, Arkan can take full operational ownership. Contact us to discuss your environment and agree on a scope.
Request a Consultation Explore Our Infrastructure
Discovery → Deployment → Validation → Go-Live → Managed Operations