Services

In a business landscape where technology is routinely commoditized, Masar is differentiated not only by innovative solutions, but also by value-driven services and world class customer focus, which together give clients a competitive advantage.

The goal of the Masar Services Business Unit is to provide a range of mission-critical services, including Vendor Agnostic Support, Professional & Managed Services and Exclusive Concierge Services that are dependable, practical and results-driven.

The Masar Business Unit works alongside other parts of the business to ensure we deliver the best ROI for our customers and partners alike.

As we approach an era of ‘flexible and automated service delivery’, Masar understands the increasingly crucial role of professional services in leading the way and delivering the best results. Consulting and delivering services aligned to industry best practices is one of Masar's key goals.

We believe in the achievement of flexibility, a reduction in delivery times through simplification, and having a common solution that can be easily customized to suit customers’ specific needs.

Based on the extensive experience of Masar across the domains of Unified Communications & Collaboration, Audio Visual, Infrastructure and Information Security within the Middle East and African region for over 20 years, we appreciate the importance of our role as a partners and consultants, as well as a supporting arm for our channel ecosystem and customers.

This portfolio ensures we don't just ‘ship boxes’, but rather define a secure path to our partners and customers; from initial customer consultation to implementation, and well beyond.

We work in close collaboration with all our customers and deliver beyond the expected, always keeping in mind the shared roadmap to future successes together.

Key Pillars of Services Landscape

Specialized Microsoft Services

With over 15 in-house trained and certified consultants, Masar works closely with partners to offer specialized Microsoft Services:

Unified Communications & Collaboration (UCC) Readiness assessment.
Remote Monitoring & Managed Services Video Operations.
Consult , design & Deploy Microsoft TEAMs including Enterprise Voice and Direct routing.
IP Telephony / S4B to MS TEAMs / UCC Cloud Migration Services
Session Border Controller (SBC) implementations including Hybrid IP Telephony/ UCC Setup
MTR Solution deployments
Voice solutions from Microsoft, and related integration services across the complete MS TEAMs ecosystem to offer an end-to-end solution (i.e. Poly, Ribbon Gateways)
UCC Private Cloud Deployments & Resource augmentation.
Hosted Cloud Services
Specialised Remote working Solutions

Masar specialized support care services

Customer acquisition in any competitive market is a challenge. Retaining them, delivering on promise, exceeding their expectations and creating a referenceable customer is even more critical. Masar understands what it takes to guarantee our partners outstanding post-sales service that ensures customer satisfaction, creates maximum value and builds long-term relationships.

We back all our wares and provide partners with airtight service level agreements. To ensure we are in sync with our partners and their end customers, Masar provides tiered support options based on the partners’ needs and status; onsite, offsite or remotely via helpdesk, with same-time-zone local support. This provides an additional layer to complement any remote support from the vendors.

Level 1 & 2 Support

We provide support for basic customer issues by analyzing key symptoms and solving the underlying problems. Our consultants have extensive dual-knowledge of products from both a technical and business perspective. Our Level 2 support team offers more in-depth technical support, expertise in a particular product or specialized service. This includes administrative-level support, advanced technical troubleshooting and analysis methods.

Specialized Support Care Services features

Vendor agnostic support services
Dedicated helpdesk L1 & L2 NOC support function across Middle East & North Africa Region.
Resource augmentation
Help desk outsourcing.
8×5, 24×7 (Follow the Sun) customized SLAs
Dedicated client services account manager for large enterprise customers
Customized SLAs with onsite support function
Business technology assessments / health checks/ adoption campaigns
Knowledge transfers

Masar Smart Workspace Design & AV Integration

Let Masar UC / AV IT & Workspace design consultants guide you on the best way to create smart workspace solutions, including and not limited to:

Contributing and delivering smart, innovative workspace design and audio-visual IT integrated solutions.
Extending world class collaboration working style solutions to clients and all their affiliates (group, agents, suppliers and customers)
Creating more productive, smart and automated business environments, thus creating a seamless user experience.

Masar Service Provider Offerings

Solutions

UCaaS & VaaS fully integrated Telco solution
Open stack SDN/NFVi implementation
Open stack cloud management system
Software Defined Network (SDN)/ SD-WAN
SD-Security/ vCPE
Virtualized Network Functions (VNF) Onboarding
SP cloud modernization & orchestration
Cloud networking platform

Key Differentiators

Service provider grade
Open standards
Connectivity with social media
Scalable solution
Fully white labeled, localized and branded Etisalat solution
Fully integrated portal
Integration with Etisalat OSS, BSS & CRM systems
Integration with Etisalat SDN/ LI system
Flexible billing options
End to end service & support options for Etisalat and customers (24×7, managed services based offering)
Communication channels

Testimonials

1 – “The Facilities were excellent, Staff and trainers are all accommodating and helpful. My visit to Masar Executive Briefing Center (EBC) was also very informative. I experienced the effect and quality of the range of products on offer and their effectiveness” – Olatubosun Afere, Oando Plc – Nigeria

2 – “First and foremost , we would like to thank you for the successful completion of the Polycom project within the time frame provided. In addition, we were amazed by the professionalism you had put forward in order to complete the project and we are impressed by the implementation procedures and the knowledge transfer.”– Sunil Babu, Abu Dhabi Investment Council – UAE

3 – “We, a team of three participants from PTCL Pakistan, attended a 5-days Polycom certified training at Masar Dubai. It was very helpful and focused for our technical and pre-sales requirements. Moreover, the discussions and exposure to other Masar products was also very productive to define our future road map for corporate market segment in Pakistan. We anticipate a much stronger relationship with Masar as a partner for latest telecom solutions.” – Asif Aqeel, PTCL – Pakistan

4 – “The Masar Facilities across other locations are very helpful after accessing and testing , during our training program. The detailed overview of the technology provided by Masar Services team were really insightful” – Adams Ogrima, Oando Plc – Nigeria

5 – “I would recommend this (PCVE-Level 2) Course . It provides good knowledge on how to manage Polycom Infrastructure. Trainer is very enthusiastic and totally aware of the subject. He has a good understanding of our business objectives and he presented the course very well” – Mohammad M. Kandi , General Services Division, Abu Dhabi Investment Council – UAE

6 – “Thanks for your support to yesterday’s last-minute demo call, appreciated! Istanbul Technical University was so happy about demo and even it was not on their list, they’re so impressed with Centro solution. Most probably, they’ ll go with Centro option and put this device into university’s board room.” – Osman Bicakci, Polycom – UAE

7 – “Thanks for support to our last-minute demonstration. It was a flawless and customer loved Centro with your presentation. Hope we will also close opportunity soon.” – Osman Bicakci, Polycom – UAE

8 – Mohammed Al-Dhelaan – Vice Dean for Technical Affairs of ETC Deanship – King Saud University

9 – Eng. Abdullah Ali Al-Faifi – Digital Communication Director, King Saudi University