Three Steps to IP Contact Centre Implementation
Voice over Internet Protocol (VoIP), or more specifically
IP-based telephony, is quickly becoming the technology of choice
in contact centers as companies replace their aging
time-division multiplexing (TDM)-based systems with IP-based
systems. Your organization may be wondering how to go about
implementing its own IP-based contact center, whether as a new
implementation or as a replacement for a TDM system.
Dividing the process into three major steps: business planning,
implementation planning, and implementation/support are a good
approach to success.
Business Planning
A comprehensive business plan is the single most important step
in a contact center implementation. It is critical that the
project clearly link the technology initiative with the needs of
the business. The plan must specify what they wish to accomplish
and how the contact center will help them achieve their goals.
Naturally, the contents of the business plan vary from
organization to organization. Some considerations for your
company include:
*The industry you're in, which helps determine the contact
center features you'll need *If your contact center will be
volume-oriented or value-oriented *Is your contact center
primarily for internal or external customers? *Will you expect
to use your contact center only for customer support or also to
help generate additional sales and revenue? *If you'll provide
service through diverse media (voice, e-mail, Web).
With a business plan in hand, you can link your goals to the
features of your system.
Implementation Planning
Once the business plan is complete, we can now focus on its
implementation plan. This step details the best way to build out
the contact center so that objectives are met in terms of
functionality, cost, and features. Do consider the following:
*What's the best design for the network? *How will it interface
with other network components, such as voice mail or an existing
customer relationship management (CRM) system? *Will the system
be centralized in one location or decentralized across many
sites? *Will customer service include a Web-based component, or
only voice? *How will the system be managed? *How will you
account for additional users, locations, or features in the
future?
As in the previous stage, you must consider your organization's
reporting requirements. An IP-based contact center can generate
a wealth of data--far more than a TDM system--that can be of
tremendous value, allowing your company to measure your
customers' concerns, preferences and plans. These requirements,
though, must be taken into consideration when designing and
configuring the system. The types of data you wish to capture
and how you want it represented must be thoroughly considered
before implementation.
Implementation and Support
Now that we have completed our planning we are ready to
implement the solution. Ensure your implementation
partner/vendor is certified in the appropriate technologies, has
a list of references and can demonstrate a critical path
process. Engage your partner early in the process so they can
assist in building your plan. They would bring a wealth of
experience that can help you build your business case if need be
and outline any contingency planning. It is also assumed that
your partner will provide support for the system after
implementation. This is a key factor to ensure any software
updates are maintained and that any tweaking be done.
Nonetheless, it's important to remember that, like most IT
projects, the greatest benefits accrue to those who thoughtfully
prepare. Organizations benefit most when they engage in detailed
business planning, thorough implementation planning, and
knowledgeable implementation and support.