Implementing CTI / universal queuing

[flynnhan]

We are just in the process of embarking on a major project to implement a universal queueing / CTI solution in our contact centre. We will be using Genesys Suite 6 and plan to implement functionality using a phased approach which is yet to be defined. Ultimately we will be using the Genesys inbound, IVR, outbound, email and eventually web chat components.

We will do some basic CTI / screen popping with existing customer contact systems at an early stage based on IVR customer number capture and in the longer term will integrate with a new back office / CRM solution which is being implemented as a parallel project strand.

I would be very interested in any suggestions, pitfalls, ideas or other contributions for our project, in particular from anyone who has already been down this path.

Thanks in advance,

Aileen Flynn

[consultant]

What brand of products do you have for:
1. PBX/ACD
2. IVR
3. Email server...today?

It will be important to understand, in detail, what you plan to include as components within the existing CTI framework. There are also issues around data network performance to be addressed. Make sure you involve the data network engineering or operations people, as you see fit. It will be necessary to ensure certain performance objectives on the data network (for CTI messaging, etc.). The folks at Genesys may not necessarily understand the data network, so, be aware of this. They are very knowledgeable about their products however.

Make sure you also have an internal project manager who truly understands call center technology, your company, the campaigns, the voice network, the data network, etc. Don't leave it all up to the professional services vendor. Use a 3rd party consultant in the beginning and let the responsibility transition to the internal team going forward.

[mdbabb]

Working with a consultant for the initial install will be critical if you do not have call center savvy personnel in your existing IT/telecom department. My experience with Genesys (and other major vendors) concurs the statements of the previous posting - NEVER count on your vendor to tell you everything you need to know.

One recommendation I have is to request from the vendor UP FRONT a list of what hardware, software, and services they will be providing, as well as a detailed list of what canned reports and the associated fields you will be obtaining.

Sales people rarely understand the full complexity of the products they are selling or assume that you have the knowledge base to know what your company has to provide, and often sell a product that the implementation team tells you during (or worse yet, after) install - oh, your sales person didn't tell you that? Yes, we can do that, but it will cost you an additional x hundred thousand.

In the case of IVR/CTI implementation particularly, the details can make or break the timeline and success of a project. Make sure that the statement of work and project plan reflects exactly what you will receive, what you must provide, and what additional costs (such as travel expenses, additional professional services, etc.) you will incur.

I also recommend that after implementation, you manager your vendor to the letter and join the approriate vendor user group. This will help you to communicate with peers in your area that will assist with post-implementation issues.