Our Process
Constructing a successful Contact Center requires critical planning with resources that are highly trained and experienced that follow an exact process from engineering to implementation, from training to go live support, to reporting, analytics and forecasting.
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Assess & Audit
Define Contact Center Objectives
Identify Contact Types & Dispositions
Review Staffing Models & KPI's
Review Reports & Current Reporting
Discover & Design
Workflow Concepts to conduct a series of discovery workshops
Interview key stakeholders and identify business objectives
Identify relevant systems like CRM, ERP and possible database integration opportunities
Review desktop automation opportunities to increase agent efficiencies
Identify reporting requirements and SLA objectives
Develop and document the system call flows and functional specification
Script Development & Programming
System Configuration
UCCX Scripting
Database integration points and code development
Write the necessary custom applications to achieve functional specifications objectives
Write custom reports
Implement
Configure UCCX & implement all scripts and necessary code
100% testing by developers and engineers
End User Testing and Acceptance
Cisco Finesse Agent and Supervior Training
Go Live and Day 2 Support
Evaluate & Analyze
Baseline system and call center performance
Review CSQ's and Agent performance details
Identify Key Reporting Statistics
Implement modifications