Call Center

Mercury Z provides focused call handling services tailored to support your technical and operational needs. From customer coordination and technician dispatch to service confirmation and escalation management, our teams act as an extension of your field operations—not a generic contact center. With trained support agents and telecom-aligned workflows, we help you drive efficiency, improve responsiveness, and maintain high service standards where it counts.

  • Customized Customer Service

Customized Customer Service

Customer Experience, Youre Way – Powered By Mercury Z.

Customized Customer Service Solutions Built for Your Brand.

At Mercury Z, we deliver tailored call center services that elevate every customer interaction. Our Customized Customer Service solutions are built to reflect your brand, meet your goals, and exceed your customers’ expectations—every call, every time.

Personalized Support. Scalable Solutions. Brand-Aligned Execution.

Mercury Z provides fully configurable call center support designed to align with your specific service needs, industry requirements, and customer engagement standards. Whether you’re scaling up, launching a new product, or transforming the customer journey, we offer the people, platforms, and performance to help you lead in customer care.

Our Capabilities Include:

  • Fully branded voice, chat, and email support services
  • Customer care, technical support, and account management
  • Multilingual and 24/7 service availability
  • Integration with your CRM, ticketing, and knowledge base systems
  • Real-time analytics, quality monitoring, and continuous improvement

We become an extension of your team—delivering the service your customers expect, with the flexibility your business demands.

Why Mercury Z?

  • Industry-proven experience across telecom, tech, and enterprise support
  • Agile workforce management and rapid deployment capabilities
  • High-performance KPIs backed by service-level accountability
  • Customized training, scripting, and workflow design

With Mercury Z, your customer service isn’t just outsourced—it’s personalized, optimized, and always on-brand.
Build loyalty. Drive satisfaction. Scale confidently with Mercury Z.

  • RMA Management

RMA Management

Seamless Return, Replacement, and Recovery for Network Assets.

When hardware fails, delays in return or replacement can cascade into extended downtime, SLA penalties, and customer dissatisfaction. Mercury Z’s RMA Management Services are designed to eliminate these risks by streamlining every stage of the Return Merchandise Authorization (RMA) process—from identification and vendor coordination to tracking and resolution.

Our team acts as your dedicated advocate during hardware failures, ensuring fast, accurate communication with equipment vendors, managing case escalations, and overseeing the logistics that get your network back online—fast.

Key Capabilities:

  • Direct Vendor Coordination: Mercury Z works closely with vendors to initiate, track, and expedite RMA requests (TAC cases, firmware bugs, recalls).
  • Issue Documentation & Diagnostics: We collect necessary logs, diagnostics, and supporting evidence to ensure swift vendor approval.
  • Proactive Follow-Up: Avoid RMA stalls—our team monitors and follows up regularly to keep the process moving.
  • Return & Replacement Logistics: We manage asset returns, advanced replacements, and field coordination for hardware swaps.
  • Lifecycle & Inventory Tracking: Ensure visibility across all open RMA cases and hardware movement for better inventory control.

Why It Matters:

In network operations, every second of downtime matters. Poorly handled RMA processes can mean hours—or even days—of lost productivity and missed SLA commitments. Mercury Z closes the gap between incident and resolution by owning the RMA process end-to-end, ensuring your teams stay focused on operations while we handle the rest.

Why Choose Mercury Z for RMA Management?

  • Deep Vendor Relationships: We’ve built trusted connections with major equipment providers, enabling faster escalations and smoother resolutions.
  • Expert-Led Diagnostics: Our Tier 2 and Tier 3 engineers ensure all RMA submissions are backed by the right diagnostics, improving first-pass approval rates.
  • Proactive Case Handling: We don’t wait for updates—we drive them, ensuring you never lose track of an open RMA case.
  • Integrated Support Model: RMA handling is embedded within our broader NOC framework, giving you a single point of contact for monitoring, diagnostics, and hardware recovery.
  • Compliance & Reporting: From SLA tracking to asset returns, we document everything, providing complete visibility into the RMA lifecycle.

Mercury Z’s RMA Management Services give you the confidence that your network hardware challenges will be resolved quickly, professionally, and with minimal disruption.

  • Third Party Verification

Third Party Verification

Verify With Confidence. Protect Your Business.

Accurate. Compliant. Trusted.

At Mercury Z, we provide Third-Party Verification (TPV) solutions that ensure every transaction, service change, or customer consent is independently verified and fully compliant. Our TPV services are built to reduce risk, support regulatory requirements, and protect the integrity of your business.

Third-Party Verification (TPV)

Independent Oversight. Reliable Results. Peace of Mind.

Mercury Z’s dedicated TPV agents operate as neutral, trained professionals who verify customer decisions with clarity, consistency, and compliance in mind. Whether you operate in telecom, energy, financial services, or subscription-based sales, our TPV services deliver unbiased validation that supports your business and builds customer trust.

Our TPV Capabilities Include:

  • Verification of sales, service changes, authorizations, and contracts
  • Live or automated verification through voice, video, or digital channels
  • Regulatory and legal compliance with industry-specific standards
  • Secure recording, documentation, and archival of all verifications
  • Custom scripting and workflows aligned to your processes

Every verification is executed with precision—ensuring accuracy, neutrality, and legal integrity.

Why Mercury Z?

  • Extensive experience in TPV for regulated and high-volume industries
  • Scalable operations with real-time reporting and audit capabilities
  • Bilingual and 24/7 TPV availability
  • Fully customizable scripts and verification logic to match your compliance needs

With Mercury Z, your verifications are more than a formality—they’re a safeguard.

Mitigate risk. Ensure compliance. Strengthen trust. Mercury Z gets it right—every time.

  • Sales and Marketing

Sales and Marketing

Driving Growth Through Intelligent Engagement and Strategic Outreach

In today’s highly competitive telecom and tech landscape, success depends not just on great services, but on how effectively you reach your market. Mercury Z’s Sales and Marketing Services deliver the strategies, insights, and execution needed to help telecom carriers, service providers, and enterprise technology companies accelerate customer acquisition and retention.

We combine industry expertise with data-driven methodologies to design and execute sales and marketing programs that resonate with target audiences and drive measurable business outcomes.

Key Capabilities:

  • Lead Generation & Prospect Targeting: We build qualified pipelines by identifying high-value targets using market segmentation and customer profiling.
  • Sales Enablement Tools: From pitch decks and one-pagers to pricing models and ROI calculators—we develop the tools your teams need to close deals faster.
  • Campaign Strategy & Execution: Whether launching a new service or penetrating new markets, we manage multichannel campaigns (email, digital, content, events) from strategy to reporting.
  • Customer Journey Mapping: We analyze buyer behavior and decision paths to optimize messaging and engagement across all stages of the funnel.
  • Content Development & Messaging: Crisp, compelling content creation—from website copy to sales collateral—aligned with brand positioning and customer pain points.

Competitive Analysis & Market Research: We keep your teams informed with real-time insights on competitor positioning, pricing, and customer sentimen

Why Choose Mercury Z for Sales & Marketing?

  • Telecom-Focused Expertise: We know the language, trends, and buyer psychology of telecom, cloud, and networking markets—no learning curve required.
  • Integrated with Operations: Sales and marketing efforts align with Mercury Z’s deep operational understanding, ensuring that we promote what’s scalable and deliverable.
  • Data-Driven Strategy: Every campaign and tool is grounded in performance metrics, ensuring ROI-backed decisions and measurable growth.
  • Custom-Tailored Solutions: Whether you need full-service support or targeted assistance, we flex to your needs, budget, and internal capabilities.
  • Speed to Market: Our agile team builds and launches campaigns quickly—so you stay ahead of the competition.
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Mercury Z’s Sales and Marketing Services help you do more than advertise—we help you convert. From building awareness to closing deals, we empower growth at every stage.

  • Dispatch Center

Dispatch Center

Reliable Response. Real-Time Coordination. Results That Deliver.

Dispatch Center Services By Mercury Z.
Precision-Driven Support for Field Operations.

At Mercury Z, we understand that field efficiency starts at the dispatch desk. Our Dispatch Center Services provide real-time coordination, streamlined communication, and operational oversight that keeps your technicians moving—and your customers satisfied.

Command. Communicate. Control.

Mercury Z delivers fully staffed, expertly managed dispatch solutions that serve as the nerve center of your field service operations. Whether supporting network installations, repairs, or technical deployments, we ensure your teams are dispatched quickly, accurately, and with full visibility.

Key Capabilities Include:

  • Centralized scheduling and technician dispatch
  • Live coordination with field teams and support staff
  • Ticket creation, updates, and workflow tracking
  • Escalation handling and real-time status reporting
  • Integration with workforce management and service platforms

We align our dispatch operations with your business processes to improve response times, reduce downtime, and enhance service delivery.

Why Mercury Z?

  • Scalable dispatch support for regional or nationwide operations
  • Industry-experienced personnel trained in field service protocols
  • 24/7 availability and SLA-driven performance
  • Full transparency with real-time data and performance metrics

From the first call to job completion—Mercury Z’s Dispatch Center keeps your operations moving with speed, structure, and service excellence.
Streamline coordination. Maximize uptime. Dispatch with Mercury Z.

  • Helpdesk Support: Tier 1 & Tier 2

Helpdesk Support: Tier 1 & Tier 2

Your First Line of Defense for Seamless Customer Experience.

In a digital world where uptime and responsiveness are critical, Mercury Z’s Help Desk Support provides fast, efficient, and professional front-line assistance that keeps your operations running smoothly and your users satisfied.

Core Capabilities:

Our highly trained agents act as the first point of contact for network users, resolving routine technical issues and escalating more complex problems—ensuring minimal downtime and maximum customer confidence.

Capabilities:

  • 24/7/365 Availability: Around-the-clock support to ensure customer issues are logged, prioritized, and resolved—or escalated—without delay.
  • Real-Time Alert Handling: Immediate action on user-reported problems or system-generated alarms.
  • Basic Troubleshooting: Assistance with common issues including password resets, connectivity problems, login failures, and basic device configurations.
  • Ticketing & Status Updates: Accurate ticket creation, issue tracking, and consistent communication with end users.
    Customer Communication & Triage: Friendly, knowledgeable agents provide clear explanations and set expectations, while assessing the impact for correct prioritization.
  • Escalation Management: Swift and seamless handoffs to Tier 2 or Tier 3 support teams, following defined SLAs or SOPs.

Why Choose Mercury Z for Tier 1 Help Desk Support?

  • Proven Telecom and Tech Expertise: We speak your customers’ language—whether they’re users of carrier-grade networks, enterprise platforms, or tech services.
  • Scalable, Cost-Effective Coverage: From a handful of users to thousands, our support model scales with your business without sacrificing quality.
  • Human-Centered Support: Our agents are trained not only in tech but in empathy and clarity, ensuring a great user experience with every interaction.
  • Seamless Integration: We work within your existing systems and follow your SLAs, SOPs, and escalation paths—or help you build them.
  • Metrics-Driven Optimization: Every interaction is tracked, measured, and refined to improve resolution rates, customer feedback, and support efficiency.

Mercury Z’s Tier 1 Help Desk Support ensures every issue starts on the right track—resolving what we can and escalating what we should.

Let us be your first line of response—always ready, always reliable.

  • Sunsetting Support Strategies

Sunsetting Support Strategies

End-Of-Life Doesn’t Mean End Of Service.

Dispatch Center Services By Mercury Z.
Precision-Driven Support for Field Operations.

At Mercury Z, we understand that phasing out products, services, or platforms requires more than just notice—it requires a strategic support plan that maintains customer trust, ensures smooth transitions, and protects your brand reputation. Our Sunsetting Support Strategies are built to deliver exactly that.

Guided Transitions. Clear Communication. Continued Confidence.

Mercury Z provides specialized call center resources to manage the full lifecycle of service sunsetting. From proactive customer outreach to real-time support, we ensure your customers are informed, prepared, and supported—every step of the way.

are informed, prepared, and supported—every step of the way.

Our Capabilities Include:

  • Customer education and transition notifications
  • Personalized outreach via voice, email, or chat
  • Live agent support for product/service changes and alternatives
  • Issue resolution and retention-focused communication
  • Detailed reporting and feedback for post-sunset analysis

We handle the complexities of sunset transitions so your customers experience clarity—not confusion.

Why Mercury Z?

  • Proven expertise in managing large-scale service decommissioning
  • Skilled agents trained in empathy, compliance, and brand alignment
  • Customized scripting, workflows, and escalation processes
  • Seamless integration with your internal systems and transition teams

When it’s time to retire a service, Mercury Z ensures your customers stay supported, informed, and loyal.
Communicate with care. Transition with confidence. Trust Mercury Z.

  • Global Outsourcing

Global Outsourcing

Scalable Talent. Seamless Operations. Worldwide Impact.

In an increasingly interconnected and digital-first economy, organizations must move faster, operate leaner, and maintain 24/7 service continuity. Mercury Z’s Global Outsourcing Services empower telecom, IT, and enterprise clients to extend their capabilities, reduce operational costs, and maintain the highest levels of service quality—without compromise.

We provide a flexible, scalable, and expertly managed global workforce that acts as an extension of your in-house team. Whether you’re looking to outsource support operations, project coordination, technical services, or customer-facing roles, Mercury Z delivers trusted professionals, proven processes, and real-time visibility—globally.

Core Capabilities:

  • 24/7/365 Operational Coverage: Our global presence ensures true follow-the-sun support for uninterrupted service delivery.
  • Multilingual Support Teams: Language and cultural fluency for better customer experience across regions.
  • Service Desk & NOC Outsourcing: Tiers 1, 2, and 3 technical support staffed by industry-trained professionals.
  • Project Coordination & Back Office Operations: Skilled staff for provisioning, documentation, quality assurance, and logistics.
  • Customer Service & Admin Support: Highly trained personnel supporting CRM, order management, ticketing, and data entry functions.
  • On-Demand Staffing: Quickly scale teams based on project demands or seasonal volumes—without long-term overhead.

We handle the complexities of sunset transitions so your customers experience clarity—not confusion.

Why Choose Mercury Z for Global Outsourcing?

  • Telecom & Tech Focused: Unlike generic outsourcing firms, Mercury Z understands the technical, operational, and customer experience needs of the telecom and IT industries.
  • Proven Global Delivery Model: With established global operations and proven SOPs, we provide consistent quality and seamless integration into your business.
  • Custom-Built Teams: We don’t just fill seats—we build tailored teams trained on your systems, products, and processes.
  • Secure & Compliant: We implement strict data security protocols, role-based access controls, and compliance frameworks that meet enterprise standards.
  • Real-Time Transparency: Our clients benefit from detailed reporting, KPIs, and full visibility into outsourced operations—no surprises, just performance.

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