CloudCare is CTPros' named ongoing support program — an add-on available to clients after implementation. It replaces the need to navigate vendor support, manage change requests internally, or wait on a ticket queue when something needs attention. Once a client is on CloudCare, CTPros is the single point of contact for everything that happens after go-live.
Vendor support teams are trained on the platform — not on how your contact center or communications environment actually operates. When something goes wrong, the person helping doesn't understand the business context behind the issue.
Tickets route through outsourced support centers across multiple time zones. The person who answers isn't always the person who resolves it — and communication gaps slow everything down.
Vendors promise 24/7 coverage but deliver slow queues and delayed responses. Mission-critical issues sit in a ticket system overnight with no visibility into when they'll be resolved.
Standard vendor support packages don't flex — clients pay for coverage they don't need or can't access the coverage they do. There's no adjustment as the environment changes.
Vendor engagement ends when the implementation closes out. Ongoing optimization is left to the client's internal team, and issues that develop slowly go unaddressed until they become real problems.
CloudCare engineers have installed, configured, and optimized these systems firsthand. Every support interaction is handled by someone who already knows how the platform fits your environment — which means faster, more accurate resolution.
All CloudCare support is handled by engineers based in North America, working directly for CTPros. One team, one point of contact, no routing delays.
When something goes wrong at 2am, there's someone to call — not a ticket to submit. CloudCare provides real availability for mission-critical issues, with immediate and decisive response.
CloudCare is priced 100% custom to the client's environment, goals, and usage. No tiers, no packages, no paying for what doesn't apply.
CloudCare is a continuous partnership — not a reactive support line. CTPros proactively monitors performance and identifies opportunities to improve. The relationship doesn't end at go-live. It deepens.
As the organization grows and changes, the communications environment has to keep up. CTPros handles user additions, seat changes, location updates, and configuration modifications so the client's team doesn't have to manage those requests directly with the vendor.
Call flows aren't static. Business processes change, contact center requirements evolve, and the routing logic that worked at launch may need refinement six months in. CTPros updates and optimizes call flows as part of ongoing CloudCare support — not as a separate project.
When something goes wrong, CTPros diagnoses and resolves it directly — no vendor ticket queues, no escalation chains, no being passed between teams. The client calls CTPros, and CTPros handles it.
CTPros acts as the client's single point of contact with platform vendors — managing escalations, coordinating on issues that require vendor involvement, and ensuring the client doesn't have to navigate vendor support themselves. That's what a partner does.
For issues that can't wait until morning, CloudCare provides genuine around-the-clock availability. When a contact center goes down at 2am or a call routing issue surfaces on a Sunday, the CTPros team is reachable and ready to act.
Whether it's a question, a configuration change, a strategic recommendation, or a technical issue — reach out to the CTPros team at any hour. An expert with knowledge of the client's specific environment is always available.
CTPros takes immediate action. Drawing on deep hands-on experience across UCaaS and CCaaS platforms, the team delivers a fast, direct resolution — handling the complexity so the client doesn't have to.
Resolution isn't the end of the interaction. CTPros follows up to confirm the system is performing correctly and proactively identifies opportunities to improve. CloudCare is a continuous partnership — not a ticket that gets closed.
Whether it's a question, a configuration change, a strategic recommendation, or a technical issue — reach out to the CTPros team at any hour. An expert with knowledge of the client's specific environment is always available.
CTPros takes immediate action. Drawing on deep hands-on experience across UCaaS and CCaaS platforms, the team delivers a fast, direct resolution — handling the complexity so the client doesn't have to.
Resolution isn't the end of the interaction. CTPros follows up to confirm the system is performing correctly and proactively identifies opportunities to improve. CloudCare is a continuous partnership — not a ticket that gets closed.
CTPros has developed CloudCare eBooks for the platforms it supports, practical guides to getting the most out of each system.
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What CTPros Clients Say About CloudCare
CTPros is reviewed on Gartner Peer Insights — an independent platform where verified enterprise buyers share their experiences with the vendors and partners they've worked with.