Like the
companies they represent, no two call centers are exactly
alike. Voice networks, data networks, and operating systems
vary as widely as business models.
Successful CIM and CRM implementations
require both telephony and data expertise, but few companies
can deliver both. ECIMsolutions' consultants have extensive
experience solving voice and data interoperability issues
across an array of systems environments and industries.
Armed with a proven methodology
and a vast knowledge repository, our consultants deliver
solutions with expertise in any or all of the following
areas:
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Generally the initial activity
for any implementation, the Assessment phase serves as
a foundation for the remainder of the implementation activities.
This enables our consultants to provide subsequent design,
development and implementation services.
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Business
models and rules |
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Customer
requirements |
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Existing
system infrastructure (data interfaces, desktop
applications, web and e-mail access points, etc.)
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Existing
network infrastructure |
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Report
requirements |
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High-level
proposed solution |
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The objective of this phase
is to develop and document a design blueprint that will
be used as a build-and-implementation specification.
Though prior design documents
may exist, they typically do not address both voice and
data issues unique to CIM and CRM implementations. Our
experience in a variety of voice and data environments
allows us to pinpoint potential future problems quickly,
thus reducing costly mistakes and implementation delays.
Each high-performance solution
is designed to be scalable and modular to meet the customer's
current needs while providing a foundation for growth.
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Solutions
for production environments (Technologies may include
interfaces to existing software, desktop applications,
and databases.) |
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Platform
requirements (Includes server sizing, availability
and redundancy recommendations.) |
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Attached
data, screen pops |
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Testing
procedures |
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Design
and implementation schedules and project plans |
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Once the design has been completed and approved
by the customer, the development and integration activities
commence. The tasks in this phase vary according to the
customer's requirements and can include any or all of
the following:
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Application
development, installation, and integration |
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CIM
& CRM installation, configuration, and integration
to desktop, web and e-mail applications |
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Database
and data resource integration including middleware
usage for existing databases or legacy systems |
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Report
development |
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Test
plan development |
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Disaster
recovery plan development |
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Security
& audit compliance |
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Call center implementations
typically involve multiple vendors, along with scores
of internal and external resources. eCIMsolutions &
Services assumes responsibility for coordinating resources
and resolving multi-vendor solution issues.
Our project management
methodology prescribes a phased approach that insures
functionality and is deployed rapidly. This allows call
center agents and managers to enjoy the benefits quickly,
and accelerates the return on investment.
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Hardware
and server installation |
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Software
application installation (host data access, desktop
APIs,etc) |
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Network
connectivity established and tested |
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Database
provisioning |
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Project
and resource management (multi-vendor solutions)
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Testing
and acceptance |
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eCIMsolutions
and Call Center Services' Development Team supports the
field implementation teams in solving customer-specific
integration issues that require non-routine development
efforts. The development team is also resourced for custom
development projects.
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Broad
experience with distributed systems, operating systems,
and telecommunication systems |
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Expertise
across a wide range of ACD/PBX systems |
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The
eCIMsolutions and Call Center Services support organization
offers single contact support for all hardware and software
licensed, designed, or implemented by us. Production support
system engineers are available 24x7, with a guaranteed
response time.
With
this level of comprehensive support, all customer applications
are guaranteed a quick response, regardless of their geographic
location.
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Most
system outages can be averted with proper maintenance.
System Administrators who regularly review system components
including error logs, directory extents, processor utilization,
and the like can identify and correct most problems before
an outage occurs. Unfortunately, system administrators
are often over-burdened with a wide array of systems and
end-user demands.
ECIMsolutions
offers "Fitness Checks" for every customer who signs a
maintenance agreement. These Checks ensure that Systems
Engineers check systems regularly and thoroughly. Weekly
logs are collected and stored to provide baseline historical
data to reduce troubleshooting times.
We
also offer off-site storage of customers' critical system
data such as source code, application files, and configuration
files. In the event that an outage does occur, these tools
ensure that eCIMsolutions Engineers can help customers
recover functionality rapidly.
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System
security is more critical today than ever.
eCIMsolutions
support organization can assist customers with system
security audits and related concerns. Software in a mission
critical environment represent risk and require testing
and special planning.
Upgrade
implementation services are also available.
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