Planning Ahead for Optimal Contact Center Deployment Jim Jenkins

Planning Ahead for Optimal Contact Center DeploymentJim Jenkins

www.iq-services.com

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Copyright © 2008 Interactive Quality Services, Inc.

The Challenge• What is the challenge?

– Contact center & communication solutions are $$$• Requiring large investments of money, time and resources

– In order to justify these investments…• Your contact center & communication solutions…

– must perform as designed – must meet the cost savings, efficiency and customer satisfaction

objectives that justified the investment

– How do you optimize the cost of ownership for your solutions?• What is the most cost effective premium for the insurance you need to be

confident your solutions meet their ROI and customer satisfaction objectives?

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What if it doesn’t perform as designed?• The question is NOT will there be

issues.

• The question is…

• How can we detect and work through the issues as early as possible to avoid all or as much customer impact and unexpected cost as possible?

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What if the investments aren’t justified?• What happens if you don’t achieve your ROI?• What happens if you don’t optimize your solution to meet the

ever-changing demands of your customers?

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The Answer

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What is the process?• Proactive test planning and implementation throughout the solution

life cycle– Architecture and business solution review– Risk assessment– Definition of test objectives, metrics and acceptance criteria

• Comprehensive testing methodologies and services appropriate throughout the solution life cycle (risk focused and cost effective)

• Flexible testing configured to meet your unique needs– Testing as required during planning, development and deployment

• Go into production with CONFIDENCE– Monitoring and testing as required during production and evolution

• Stay in production and optimize performance with CONFIDENCE

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Identifying Risk: Technical (ROI is reduced because customers and agents cannot communicate efficiently)

• Solution design does not deliver required customer experience

• Solution does not perform as designed

– One contact at a time

– Busiest time of the day

– During promotions that create bursts of activity

– Business continuity related to expected system failures and maintenance

– Business recovery in case of disaster

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Identifying Risk: Schedule(ROI is delayed because deployment is late and on going support is inefficient)

• Issues not discovered at appropriate time in development and deployment cycle.

• Schedule does not provide time for the right testing at the right time

• Debugging when you should be doing user acceptance and tuning• Flexibility to change testing schedule as required to support

problem identification and resolution• Testing does not effectively observe and document test results to

facilitate quick identification and resolution of problems• Testing resources are not available when you are ready to test

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Identifying Risk: Cost(ROI is reduced because cost to deploy and support is overrun)

• Additional resources are required to complete development and deployment

• Additional support cost if solution is deployed with problems

• Late deployment creates additional cost

– Delayed cost savings related to increased productivity

– Added cost to retain old resources and infrastructure

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• Requirements• Benchmarks• Network assessment• Technologies• Architecture• Risk• Objectives• Test Plan

• Usability• Feature Testing• Smoke Testing• Regression Testing• System Testing• Performance/Load Testing - Development environment• Business Continuity• Disaster Recovery

Optimize testing to mitigate risksThe right type and amount of testing at the right time

• Performance/Load Testing - Production environment• Acceptance Testing• Regression Testing• Telephony Certification

• Availability monitoring• Performance monitoring• Regression Testing• Performance/Load Testing - Changes and upgrades

• Availability monitoring• Performance monitoring• Performance and Usage Analytics

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Thank You for Your Time

and Attention!

Jim Jenkins

Tel: 612.243.5123

[email protected]

Documents

Planning Ahead for Optimal Contact Center Deployment Jim Jenkins