CALL CENTER DESIGN with CMS or BCMR -D or No Reporting

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the custo...
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CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

Project Management

Call Center SOW Review

Industry Standard

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Full Service

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x

Upgrade Design with BCMR-D or CMS Industry Standard

x

x

Avaya Deliverables

Full Service

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x

Avaya will designate an individual responsible for overseeing the project. Once the contract is signed, this individual will be the single point of contact (SPOC) for all issues related to system implementation. The SPOC will direct implementation to support installation and the scheduled in-service date. Project management activities may include, but are not limited to, the following: • Project plan and milestone schedule • Environmental specifications provided to Customer • Hardware delivery and inventory coordination • Change request management • Routine project status meetings • Project closure meeting Prior to the start of work, an Avaya consultant will conduct a conference call with Customer and the Avaya account team in order to: • Review SOW. • Review schedule to confirm critical activities and associated dates. • Discuss Customers expectations. • Review key deliverables. • Discuss each party’s responsibilities NOTE: This SOW covers Call Center Consultant services for a single Data Gathering and Design session to capture all call center requirements for the entire implementation. If additional sessions are required, they will be provided at an additional charge. This SOW does not include the retrieval of call center data that currently resides in the existing Avaya platforms. If data retrieval is needed a custom SOW and price is required. During the Data Gathering and Design Analysis phase, Avaya will remotely provide (unless Onsite is requested at an additional cost for Travel and Living) a Call Center Consultant to review Customer’s contact center operations and objectives. The tasks performed by the

Call Center Data Gathering and Design Analysis

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Customer Responsibilities

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Customer will be required to: • Provide properly equipped conference room for solution overview and design sessions. • Identify key personnel who expect to attend solution overview and design sessions. • Provide detailed call flows, including those to VRUs and Automated Attendants.

• Identify trunk groups routing calls to contact center. Consultant may include the following: • Identify 800 numbers and VDNs • Gather all data during one design session at one location. • Present call center overview, including Expert Agent Selection (EAS) skills-based routing, associated with contact center. features, functionality, terms, and definitions. • Discuss data-gathering activities and objectives. • Gather design requirements. • Discuss value-per-call-type and client-segmentation strategy and goals. • Discuss call center design and identify Customer expectations. • Analyze existing call flows and associated vectors, vector directory numbers (VDNs), skill h • Assist in compiling comprehensive list of skill hunt groups; for each group, determine settin • Analyze and create Agent Profile templates and assign agent login IDs to Agent Profile tem • Review agent performance measurements and potential impact of integration. • Design voice response unit (VRU) call flow and required vectors. • Assign new VDNs, as needed, and determine appropriate field settings for each. • Review and define announcements. • Assist with AUX and logout reason code assignments.

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

Industry Standard

Full Service

Upgrade Design with BCMR-D or CMS Industry Standard

Avaya Deliverables

Customer Responsibilities

Full Service The consultant will work with the customer to identify all Call Center design requirements. Once these requirements have been captured, the consultant will put together a Call Center Requirements document, that will list all Call Center features and functionality that will be used for the Call Center. This document will include: List of all Call Center features and functionality to be used in ACD solution Impact of ACD design to CMS Reporting (VDN vs. Skill level reporting needs) Impact of ACD design to other Avaya applications (IVR/Voice Portal, Witness, Advanced Segmentation, IC) Features requested within Vectoring Call Flows o Time of Day o Holiday Tables o Vector Variables o Server/Gateway conditionals o Vector Routing Tables o ANI requirements o VDN requirements Number of Skills, VDNs, Vectors, Announcements and EAS Agent Login IDs Which “Previously Defined” COR’s and COS’s the design will be using List of all customer Toll Free and/or Local Call Center related numbers Call Center Dial Plan configuration o Ranges to be used for Announcements o Ranges to be used for VDNs o Ranges to be used for Hunt Group Extensions o Ranges to be used for EAS Logical Agent IDs o Ranges to be used for Call Center Stations Announcements o Customer provided wave files o Use of Audio Groups o Music on Hold configuration Confirmation of "go live" first day of business date Confirmation of design translations into Avaya CM based on project plan Upon completion of the document, the Customer and Avaya will review the requirements documentation, and obtain authorized signatures to move ahead. Avaya will not begin creating the Call Center designs until authorization is received from the customer. NOTE: This SOW covers Call Center Consultant services for a single Testing session to test call flows prior to implementation. If additional sessions are required, they will be provided at an additional charge.

Call Center Design Testing

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Avaya will remotely: • Provide guidance related to Customer’s design testing. • Make minor design changes as needed. Design testing will occur prior to cutover on a single day during Standard Service Hours, as defined in Section 3 (Standard Service Hours). Note: If significant design changes are required, additional charges may apply.

Call Center Design Completion

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Avaya will remotely: • Complete and document call center design. • Review design with Customer, modify design as needed, and obtain Customer approval. • Distribute final design package. • Input call center design into switch

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

Call Center Cutover Support

Weekend Cutover Support

Industry Standard

Full Service

Upgrade Design with BCMR-D or CMS Industry Standard

x

Optional

Customer Responsibilities

Full Service

x

Optional

Avaya Deliverables

Optional

Avaya will: • Create and execute cutover test plan for call center design. • Provide remote support during actual cutover. Avaya will: • Create and execute cutover test plan for call center design. • Provide onsite support during actual cutover. NOTE: This SOW covers Call Center Consultant services for a single First Day of Business Support session to confirm the call center design is operating according to the requirements. If additional sessions are required, they will be provided at an additional charge. Avaya will provide call center consultative support on the first day of business following a new installation or upgrade.

Call Center First Day of Business Support

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This support may include, but is not limited to, the following: • Assist supervisors in confirming that agents are properly using correct call-handling features and following established procedures. • Confirm that call center design is operating according to Customer’s requirements; make minor design changes as needed. • Advise supervisors on effective use of switch call center features. Upon completion of the First Day of Business Support, Avaya will immediately begin conducting training. NOTE: If First Day of Support and Training are both included in the SOW, they will both be delivered during the same site visit.

Call Center Engagement Wrap-Up

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Avaya will:

Customer will be required to sign

• Review exit checklist and resolve any outstanding issues.

exit checklist and return it to Avaya.

• Review related services that may be of interest to Customer in the future.

FOR BCMR-D ONLY: Avaya will cover the following topics in a knowledge transfer for Customer’s LAN BCMR Client Installation Support

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administrator: • Loading BCMR client software for Supervisor PCs • Register all remote clients on BCMR server. • Work with Customer to establish real-time and historical data connectivity. Avaya will cover the following topics in a knowledge transfer for Customer system administrators: • BCMR configuration options

BCMR System Administrator Training

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• BCMR administration set-up • Data collection and storage principles • Data backup procedures A maximum of two training classes can be scheduled per day with up to 12 participants per class. Training will be delivered on consecutive business days during Standard Service Hours, as defined in Section 3 (Standard Service Hours).

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

BCMR Supervisor Standards Reports Training

Industry Standard

Full Service

x

Upgrade Design with BCMR-D or CMS Industry Standard

Avaya Deliverables

Customer Responsibilities

Full Service

x

FOR CMS ONLY:

Avaya will cover the following topics in a knowledge transfer for Customer contact center supervisors: • Call center operations and terminology • Creating BCMR reports • Interpreting BCMR reports data • Using BCMR reports effectively • Administering alerts and thresholds • Scheduling reports A maximum of two training classes can be scheduled per day with up to 12 participants per class. Training will be delivered on consecutive business days during Standard Service H d fi d i S ti 3 (St d d S i H ) Avaya will provide software installation, configuration and testing support following a new installation or upgrade. This support may include, but is not limited to, the following: • Work with Customer’s system administrator to perform connectivity testing to Reports server. • Verify that reporting software has been activated.

CMS Supervisor Installation, Configuration and Testing Support

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• Confirm connectivity between CMS and client PCs; resolve integration problems as needed. • Install and verify directories, paths, etc. on client PCs. • Load client software on client PCs or assist and train Customer system administrators on installing software. • Work with Customer's system administrators to test software on client PCs. • Provide informal knowledge transfer for Customer system administrators. Topics will include general application issues, procedure for loading software, and identifying and differentiating between software- and LAN-related problems.

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

Industry Standard

Full Service

Upgrade Design with BCMR-D or CMS Industry Standard

Avaya Deliverables

Customer Responsibilities

Full Service Avaya will cover the following topics in a knowledge transfer for Customer system administrators:

CMS System Administrator Training

x

x

• Comparing CMS Supervisor and CMS (client/server) • Starting up and exiting CMS Supervisor • CMS Supervisor terminal emulator • CMS configuration options • Adding CMS clients • Data collection and storage principles • Logging in to and logging out of CMS server • Screen label keys • Data backup procedures • Dictionary items • Exceptions • Agent log ID changes • Agent tracing • Call center administration • Comparing ACD administration and call center administration capabilities • Vector contents • Call work codes • Access permissions for vectors, VDNs, skill hunt groups and trunk groups • User administration • CMS maintenance • CMS setup • Backup procedure • Reports • Shortcuts • Timetables • Holiday tables, if applicable

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.

CALL CENTER DESIGN with CMS or BCMR -D or No Reporting NOTE: All services listed will be performed remotely unless specifically requested by the customer to be delivered onsite. Travel and lodging charges apply for all on-site services and actual expenses will be billed to the customer. % of LIST PACKAGES New Design with BCMRD or CMS Services and Deliverables and Responsibilities

Industry Standard

CMS Supervisor Reports Training

Full Service

Upgrade Design with BCMR-D or CMS Industry Standard

x

Avaya Deliverables

Customer Responsibilities

Full Service

x

Avaya will cover the following topics in a knowledge transfer for Customer contact center supervisors: • Call center operations and terminology • CMS Supervisor overview • Comparing CMS Supervisor and CMS (client/server) • Starting up and exiting CMS Supervisor • Logging in to and logging out of CMS server • CMS Supervisor terminal emulator • CMS Supervisor controller, menu options, toolbar, and status bar • Operations basics (e.g., commands, tools, menus) • Running operations in CMS Supervisor • Running CMS Supervisor standard reports • Editing, formatting and exporting CMS Supervisor report data • Comparing CMS Supervisor and CMS report layouts • Dictionary items • Exceptions • Agent log ID changes • Call center administration • Options tool • Setting up and modifying toolbar • Help menus • Creating and modifying scripts • System setup • Maintenance menus • User permissions • Creating, scheduling, running and interpreting CMS reports • Interpreting CMS report data

OPTIONAL TRAINING Avaya will cover the following topics in a knowledge transfer for Customer call center agents: • Using Call Center buttons • Renaming buttons • Importing and exporting main settings and directories • Transferring, conferencing, holding and releasing calls • Making outbound calls • Viewing incoming and outgoing calls • Setting up shortcut and VuStats windows IP Agent Training

Optional

Optional

Optional

Optional

• Updating main face plate • Automatically launch Voice Mail Message Manager, if applicable • Adjusting audio settings A maximum of three training class can be scheduled per day with up to 12 participants per class. Training will be delivered on consecutive business days during Standard Service Hours, as defined in Section 3 (Standard Service Hours). Note: IP Agent training does not include custom set up of IP Agent software or the resolution of desk top or network issues. In the event the customer is having connection issues using the IP Agent product and would like support, the request will be escalated to the Project Manager. Additional charges will be applied.

Avaya Proprietary - Use persuant to your agreement or signed Avaya policy.