Currently, when a customer encounters an issue with the Clearview system, the escalation process follows an inefficient path:

1. Advanced Support Engineers escalate the issue to Nice incontact
2. Nice Incontact then escalates the issue to Clearview
3. Clearview raerly interacts directly with the customer, leading to a game of telephone.
4. Advanced support Engineers and Nice Incontact representatives lack accesss to Clearview systems, making troubleshooting from our end non-existant. Tjhis process results in unnecessary delays, miscvommunication, and customer dissatisfaction, as issues that could be resolved quickly instead require multiple escalations.

Proposed Solutions:
1. Direct Escalation by Technical Account Managers
Since Clearview issues are specific to customer builds, ASEs and Nice InContact lack the expertise and access needed to troubleshoot. To improve efficiency:
a. Tams should handle direct escalation to Clearview.
b. This would eliminate unnecessary middle layers, reducing miscommunication, and improving

resolution time.

AND/OR

1. Grant Advanced Support Engineers (ASEs) Access to ClearView Systems

If direct escalation by the TAMS is not feasible, the ASEs should be granted access to Clearview systems to troubleshoot common issues. With access even limited access, ASEs can resolve minor issues without escalation, reducing the workload on Nice and Clearview.

By implementing these changes we can enhance efficiency, improve customer satisfaction,a nd ensure that issues with ClearView are now resolved in a more structured and effective manner.