Cloud Contact Center Software Kickoff and Discovery Meeting For Date.
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Cloud Contact Center Software Kickoff and Discovery Meeting For <Company Name> Date
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Transcript of Cloud Contact Center Software Kickoff and Discovery Meeting For Date.
Cloud Contact Center Software
Kickoff and Discovery MeetingFor <Company Name>
Date
Agenda
• Roles and Responsibilities (3 min)
• Implementation Methodology (2 min)
• Call Center Requirements (30 min)
• Account Settings Review (10 min)
• Network and Equipment Readiness (3 min)
• Timeline and Process Review (15 min)
– Overall Timeline / Process Overview
– Training
– Optimization Overview
• Contact Information (3 min)
• Next Steps / Action Items Review (10 min)
Time Limit (60-90 minutes) 2
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Roles – Five9 Team
• Implementation Manager- Call center design and roll-out- Training
• Implementation Manager Supervisor - <Supervisor Name>- Project Implementation feedback
• Account Manager - <Account Manager>- Changes to account- Billing concerns
• Product Support - Urgent technical issues when Implementation Manager is not available
Use this if you are the only IM on the project. DELETE THE NEXT SLIDE
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Roles – Five9 Team
• Solution Architect- Initial Discovery and Solution Architecture
• Implementation Manager- Day to Day contact- Roll-out support- Training
• Implementation Manager Supervisor- <Supervisor Name>- Project Implementation feedback
• Account Manager - <Account Manager>- Changes to account- Billing concerns
• Product Support- Urgent technical issues when Implementation Manager is not available
Use this IF there is a Solution Architect on the
project. DELETE THE PREVIOUS SLIDE
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Roles – Customer Team
• Primary Technical Contact- Configuration- Maintenance Notifications
• Primary Business Contact- Decisions for Account changes involving payment or
additions
• Trainer
- Responsible for training team members5
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“Battle-Tested” Implementation Methodology
Define
Implement
Train
Test
Rollout
Optimize
• Definition: Identify business goals, gather requirements, establish success criteria, document and validate the Design
• Implementation: Configure the solution to deliver the defined requirements
• Training: Train-the-Trainer in the use of the Administrator, Supervisor and Agent applications
• Acceptance Testing: Validate that the Implementation operates as designed and meets the Client’s requirements
• Rollout: Assess readiness, coordinate “Go Live” and provide dedicated “Day One” support during the initial rollout of the solution
• Optimization: Tune the solution to deliver the optimal results
5 DAYS
30 DAYS
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Call Center Requirements Review
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Overview Of Your Business and Requirements
• Short Description of Business• Target ‘Go-Live’ date? • How many users/agents on ‘Go-Live’ date?
• 30 days post ‘Go-Live’?
• 90 days from now, what would show measurable success?
• If leaving another vendor, were there specific pain points?
• What are your plans for the Five9 scheduled maintenance? (For 24/7 Inbound capable domains ONLY)
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The Five9 Deployment Quadrant
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B2B
B2C
Less than 10 seats More than 10 seats
Only Use this slide if customer is PRIMARILY OUTBOUND
Number of Agents
Call Recipients
You Are Here
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Outbound Calls
Dialer dials a phone number for the agent
Dialer Connects the CALL to the
AgentEnd of Call
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Outbound Calls
Dialer dials a phone number for the agent
• Campaigns• Automatic or Manual Dialing• List Source• Voicemail Actions
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Outbound Calls
Dialer Connects the CALL to the
Agent
• Collect information (External CRM or Five9)• Telephony Functions (Hold, Transfer etc.)• Call logging• Voicemail Processing• Setting callbacks
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Outbound Calls
End of Call
• Dispositioning the call• Dialer action based on disposition*Redial, Do Not Call, Do Not Dial Until After x days/hours/mins
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Inbound Calls
Callers Dial in
• Inbound Call Sources• Call routing requirements• IVR• Hold Times / Prompts• Voicemail options if agents are not available
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Inbound Calls
Call Connects To
Agent
• Collect information (External CRM or Five9)• Telephony Functions (Hold, Transfer etc.)• Call logging• Voicemail Processing• Setting callbacks
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Inbound Calls
End of Call
• Dispositioning the call• Other after call work tasks
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Your Virtual Contact Center Order Review
• Infrastructure
Infrastructure
Account Number
Five9 Domain Name
Five9 Service
VCC Agent
VCC Supervisor
VCC Administrator
VCC Outbound Lines
VCC Inbound Lines
VCC Recording Ports
Five9 Local DID
VCC Max Contact Fields
VCC Max Running Campaigns
VCC Max Skills Five9 Failover Domain Name (for 24/7 Inbound capable domains ONLY)
<remove this if N/A>
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Network and Equipment Readiness
• Network Assessment Status– Passed on MM/DD <remove if N/A>– If ‘In Progress’ <remove if N/A>
• When can we schedule NAT?• Required to pass NAT before going live.
• Workstations and Headsets– Compliance with Five9 Technical requirements
• Java version • Browser
Timeline and Process Review
• Billing Cycle: Starts on Account Activation• Training Schedule• Next steps and next meetings
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Product Training
IM-Led Training• Implementation Manager facilitates the training; focus is on
the call center design• Train-the-Trainer model• May occur over several sessions
Self-Paced Online Training• Free materials/training videos available on the Five9 website • Free certification exam• Certified accounts have *priority* routing to Tier2 Product
Support 20
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Optimization Overview: Fine Tune Your Configuration
3 Checkpoint Meetings – Scheduled weekly by Implementation Manager– Re-assessment of Goals and Success Criteria– Review Call Statistics and Reporting– Identify Concerns and Review Open Cases– Compliance Review
Post Implementation Evaluation – Free consultation service to review configuration to further optimize
solution• An “extra pair of eyes”
– Conducted by Account Management Sales Engineer– Scheduled after 1st Checkpoint Meeting
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Contact Information
Implementation Manager (IM)• Point of Contact for any issue during implementation• Availability: <8AM – 5PM Central>• Phone # (925) 206-3547| [email protected]
Supervisor• Name: Denice Navarra• Higher level PoC at any time during implementation• Phone # (925) 808-7109| [email protected]
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Contact Information (con’t)
Supervisor’s Manager • Name: Resty Almojuela• Even higher level PoC during implementation• Phone # (925) 808-7106| [email protected]
Customer Support • Technical issues, or when the Implementation Manager is
unavailable. Handles all VCC concerns after optimization• Availability: 24x7• Phone # (866) 553-1459 Opt. 1| [email protected]
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Next Steps and Action Items
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Cloud Contact Center Software
Thank You
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