Regional Operations Centre
Your Network Infrastructure, IT and Cybersecurity Partner
Enhance Your Network
With the Right Managed
Services Partner
Technology plays a pivotal role in driving the success of your business, but the absence of omnichannel support and complexities in detecting and resolving network issues can hinder your success.
With Ricoh’s Regional Operations Centre (ROC), explore the possibilities of deploying robust systems, solutions, and talent to boost the resilience and cost-effectiveness of your network infrastructure.
Your Challenges
Managing technology needs and ensuring adequate cybersecurity are critical concerns for organisations. Businesses are looking to face these challenges without having to worry about talent and resource shortages. Organisations must overcome these challenges as digital workplaces become a norm to maintain a competitive advantage.
Core challenges to effective IT performance
- Network downtime, causing revenue losses
- High costs in maintaining IT departments and IT talent
- High attrition rates, resulting in repeated talent hiring and training
Why Choose ROC?
With Ricoh by your side, experience the power of the Regional Operations
Centre and thrive in a harmonious fusion of human expertise and cutting-edge technologies. Experience seamless customer interactions and quick issue resolutions for improved operational efficiency, heightened customer loyalty, and a competitive edge in today’s business world.
With Ricoh, you can:
Have certified and skilled engineers manage a wide spectrum of requests
Operate on a 12x7 basis with the flexibility of having 24x7 coverage as needed
Gain multilingual support including English, Malay, Mandarin, and Cantonese.
Key offerings
- 99.99% service uptime
- 98% of calls answered within 30 seconds
- 90% average remote support resolution within 30 minutes
- <1 minute average response time
- Positioned in Gartner’s Magic Quadrant since 2021
Our Regional Operations Centre centralises a diverse range of IT services, ensuring operational efficiency, security, and continuity. Businesses can focus on their core functions with peace of mind.”
— Richard Chew, General Manager, ROC Asia Pacific
Your Vision, Empowered
by Our Expertise
Ricoh’s Regional Operations Centre (ROC) is the heart of Ricoh APAC’s Digital Services portfolio. It is a nexus, bringing together Cloud & IT Infrastructure, Cybersecurity, and Managed Services to create a powerful collaborative partnership within the APAC region.
Established in 2022, the ROC operates around the clock, showcasing Ricoh’s unwavering commitment to excellence. By leveraging cutting-edge technology and expertise, it ensures a seamless and sophisticated customer experience that surpasses expectations. With us, you can feel confident about your business running smoothly and securely.
Our Regional
Operations Centre Sections
Ricoh’s Regional Operations Centre consists of three key sections: Network Operations Centre, IT Service Delivery, and Customer Excellence Centre.
Network Operations Centre
IT managers often grapple with the complexities of managing network infrastructure. The constant demand for smooth operation and optimal performance can easily become overwhelming. Critical components such as firewalls, routers, switches, access points, and servers require continuous attention to ensure seamless functionality.
The real challenge lies in identifying and resolving potential issues before they have a chance to disrupt the network. This is where a Network Operations Centre (NOC) equipped with real-time proactive monitoring steps in.
By leveraging advanced monitoring technologies, the NOC becomes the guardian of your network, constantly vigilant and on the lookout for any signs of trouble. It acts as a proactive defense system, detecting and addressing issues before they can cause significant disruptions. With round-the-clock monitoring, you can rest assured knowing that potential problems are being identified and resolved promptly.
Key offerings
- Network & Infrastructure
- Cloud Management
- ASE Solutions
Customer Excellence Centre
At the ROC Customer Excellence Centre (CEC), we redefine customer support and engagement. Equipped with state-of-the-art cloud technology, our centre ensures seamless mobility, high availability, and system redundancy across all contact channels. Handling over 25,000 customer interactions per month, we pride ourselves on delivering exceptional service reliability, maintaining an impressive 99.99% uptime.
Our team consists of multilingual specialists and certified professionals who provide holistic customer care. From agent assistance to bot interaction, we strive to exceed your expectations. As industry leaders, we adhere to the highest standards of practice, aligning with ITIL business processes and backed by ISO9001, ISO14001, and ISMS certifications. Collaborative, adaptable, and forward-thinking, the CEC sets the benchmark for customer-centric excellence.
Key offerings
- Omni contact channels
- High reliability
- Multilingual support
- Expert workforce
- Industry standards and ISO certifications
IT Service Delivery
ROC’s IT Service Delivery is a centralised hub for delivering and enabling Managed IT Services. Operating 12x7 with the ability to provide 24x7 coverage when necessary, the IT Service Delivery team efficiently handles a wide range of incidents and requests.
From individual IT technical issues to complex company-wide problems, ROC’s IT Service Delivery provides comprehensive support for the Ricoh APAC Digital Services Portfolio. By closely collaborating with OpCos’ local service desks, it ensures a seamless and exceptional customer experience. With a strong commitment to maintaining stable, cost-effective, and relevant IT infrastructure, ROC’s IT Service Delivery team plays a crucial role in facilitating optimal performance and success for businesses throughout the Asia Pacific region.
Key offerings
- Managed Desktop & Mobile Device
- Identity & Access Management
- Managed Endpoint Security
- Managed Email Security
Simple to Complex IT Problems,
Solved With ROC
Adaptable SLA Offerings to Match
Your Individual Needs
At Ricoh, we offer flexible SLA options to meet your unique business needs. Choose our standard SLA or customise one that aligns perfectly with your requirements.
Why Ricoh?
Ricoh is a leading provider of digital services, process automation, and information management solutions designed to support digital transformation and optimise business performance. Backed by an 85-year history of cultivating knowledge and nurturing organisational capabilities, Ricoh empowers the creation of digital workplaces utilising innovative partners and technologies, providing the expertise and services that enable individuals to work smarter from anywhere.
Advisory & Design
We work with our customers to understand their business objectives and barriers.
Build and Deploy
We build the right solutions and successfully deploy to optimise adoption.
Manage and Support
We manage and support the deployed solutions and tech environment proactively.
Ricoh Professional & Managed Services
Professional & Managed Services offer businesses a cost-effective and reliable solution to their technology and cybersecurity needs. Your business can have all its IT needs taken care of by a team of experts who will ensure your systems and network are up to date, secure, and reliable.
By outsourcing your network management, server monitoring, data backup and recovery, and cybersecurity needs to a third-party partner, you can reduce the costs and risks of hiring internal IT staff. Technology worries shouldn't slow down your business—let Ricoh's Professional & Managed Services take care of it all.
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