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In order to meet the specific needs of our customers, both at initial implementation and as their call centers grow and evolve, MicroAutomation designs solutions that are flexible, scalable and fully customizable. Our highly experienced staff works closely with the customer for the timely and professional implementation of end-to-end call center solutions, including middleware, live- agent applications and interfaces, both touch-tone and speech recognition Self-Service systems and web applications. As a result, we’re highly skilled in the consultation, design, acquisition, installation and testing of all components of a solution.
We are dedicated to customer satisfaction, therefore you can depend on our project team to utilize a well-defined approach to deliver high-quality project management that’s on time, within budget and delivers immediate results. Here is a general, step-by-step guide of how a solution could be implemented:
The MicroAutomation team and the customer jointly develop project tasks and timelines, communicate detailed project requirements and discuss project processes for implementation. The primary purpose is to ensure that the necessary communication paths are established and to identify, communicate and understand project goals.
A solution design document is created to define in detail all functional and technical aspects of all customer components of the MicroAutomation proposed solution including, but not limited:
- IS infrastructure
- Telephony infrastructure
- Interfaces, CRM, IVR, Switch, DB, Host
- Database and table designs
- IVR applications
- Menus and scripts
- Call flows
- Screen designs
- Screen “pops”
- Report designs
To ensure that all required hardware and software is ordered, delivered, installed and tested prior to being shipped to the customer location. MicroAutomation will use a checklist to ensure that all requirements stated in the Requirements Definition Study are met. MicroAutomation will also completely engineer and test the solution in our laboratory under simulated customer conditions.
After a successful test of the pilot application, MicroAutomation will rollout the designed solution to the remaining call center workstations.
MicroAutomation will demonstrate that the solution meets mutually-agreed upon acceptance criteria. Should the solution fail to meet the acceptance criteria, MicroAutomation will work closely with the customer to identify the cause of the problem. Upon successful completion of the acceptance test, the customer will officially accept the solution and installation.
MicroAutomation will train all responsible personnel in the use of the implemented application. For more information on this, see our “Turn-key Implementation” section.
MicroAutomation will work with the customer and thoroughly review the actual lifecycle of the project and, if possible, schedule any follow-up on issues and other implementation items that require additional attention.
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