Launch Methodology

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The Four Phase Approach

Phase 1 : Requirements Review Understand the objectives & requirements for the call center solution Phase Gate Review and Sign Off

Phase 2 : Call Center Design Define overall design including key elements to be developed/configured Phase Gate Review and Sign Off

Phase 3 : Implementation/Training Implement key components, training, and mentoring for CC configuration Phase Gate Review and Sign Off

Phase 4 : Launch & Support Deliver a smooth, supported launch experience Project Post Mortem – Lessons learnt for continuous improvement Phase Gate Review and Sign Off

Across Phases: LiveOps Program Management

Phase 1 : Requirements

Review

Phase 2 : Call Center Design

Phase 3 : Joint

Implementation

Phase 4 : Launch & Support

Phase 1 : Scoping the Solution Understand the objectives & requirements for the CC solution

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Phase 1 : Requirements

Review

Phase 2 : Call Center

Design

Phase 3 : Joint

Implementation

Phase 4 : Launch & Support

Entry Criteria

• Initial customer objectives & requirements

• Historic information on existing solution

• Business case/ROI(if applicable)• Provide Pre-Implementation

Questionnaire/Checklist

Phase 1 Steps

• Identify roles and responsibilities

• Analyze and finalize customer requirements

• Evaluate current call flow & routing

• Determine required call center components and access

• Build Design and Implementation Plan

Exit Criteria

• Deliver requirements document• Deliver high level draft of

project plan• Exchange contact information• Submit request to build Call

Center Tenant/Test Numbers/Groups/Permission/Padlocks and Logo

Critical Success Factors

Access to key client resources - personnel and information

Objectives clear relative to current environment (functionality to maintain/improve)

Phase 2 : Call Center Design Define design inc. key elements to be developed & configured

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Phase 1 : Requirements

Review

Phase 2 : Call Center

Design

Phase 3 :Joint

Implementation

Phase 4 : Launch & Support

Entry Criteria

• Finalized requirements document

• High level draft of project plan

• Signed Contract• Defined reporting

objectives

Phase 2 Steps

• Telecom solution design

• Call Flow/Campaign Design

• Integration Design (if any)

• Scheduling resources from Client and LiveOps

Exit Criteria

• Deliver finalized design documentation

• Deliver final implementation project plan with timelines / resource availability

• Design signoff• Schedule Training

Critical Success Factors

Locking down the scope of the project Commitment from all stakeholders to spend time on designing the solution

Phase 3 : Implementation Implement key components, training, & mentoring for CC config.

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Phase 1 : Requirements

Review

Phase 2 : Call Center

Design

Phase 3 : Joint

Implementation

Phase 4 : Launch & Support

Entry Criteria

• Signed-off Design Documentation

• Final Implementation project plan with timelines / resource availability

• Provide customer access to call center

Phase 3 Steps

• LiveOps• Admin/Supervisor Training• Agent Train the Trainer• Configuration mentoring• Q&A / Support• Cutover Planning

• Customer• Record and upload audio• Configuration• Carrier Routing Agreements• Test

Exit Criteria

• Deliver completely functional hosted call center meeting client requirements

• Finalized cut-over plan• Schedule introductory call with

LiveOps Customer Support

Critical Success Factors

Availability of client administrators for training and configuration

Use of hosted call center platform to gain expertise in routing

Availability of other resources from LiveOps / Client

Phase 4 : Launch and OptimizationDeliver a smooth, supported launch experience

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Phase 1 : Requirements

Review

Phase 2 : Call Center

Design

Phase 3 :Joint

Implementation

Phase 4 : Launch & Support

Entry Criteria

• Finalize Telco Contract/Agreements and Routing with Carrier

• Completion of Training and UAT

Phase 4 Steps

• Phase migration of client traffic

• Validate reporting data• Support any issues that

may come up.• LiveOps CSC comes to

speed on the implementation

• Validate performance against KPI and success metrics

Exit Criteria

• Successful Launch• Achieve desired metrics• Deliver finalized process

for optimization• Support Portal Account

Setup and complete hand-off

• Complete Project Post Mortem

Critical Success Factors

Successful agent and supervisor training Thorough detailed launch plan with roll-back contingencies

Thank You

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