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Off-site or on-site discovery as
necessary to understand the call center’s goals, to develop
flow charts of the call treatment and to compile the
associated customer database.
-
Inputting the customer’s call
center database, including creating all users and
configuring and assigning all access classes, call
presentation classes, threshold classes, and skill sets.
-
Performing the acquisition of PBX
resources on Symposium Call Center Server.
-
Creating all variables, including
the voice prompt variables and voice prompt segments needed
by the scripts.
-
Composing and validating all
scripts.
-
Integrating the SCCS with the IVR
application, if needed.
-
Performing custom development with SCCS Host
Database Exchange (HDX).
-
Testing the Symposium
Administration and Scripting and modifying as necessary.
-
Setting up the initial real-time
displays.
-
Assisting the customer in turning
the application into production.
-
On-site training for the customer
on the most important setup, configuration, and call center
management tools, including how to add users, how to change
skillset assignments, how to change thresholds, how to
modify access classes, etc.
-
On-site training for the customer
on configuring and/or modifying existing real-time displays,
as well as how to interpret real-time displays.
-
On-site training for the customer
on accessing, printing, and scheduling standard and
user-defined reports.
-
On-site training for the customer
on the most critical components of the scripts so that they
will have a general understanding of the logic and of the
key variables and intrinsics.
-
Providing to the customer a
document summarizing their Call Center configuration and
outlining the basics of the content of their training
session.
-
A twelve month 8x5 warranty for
all customized software developed.
