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Stakeholders Form

The Stakeholders Form is where it all starts, this is where we collect information on all the major contacts that will be involved on the project.  This will encompass those parties within the customer organisation and also any pertinent external contacts such as the IT management company, telecoms/PBX supplier, CRM specialists etc, anyone who will be involved in the project.  Its important we get these contacts back as soon as possible so we can then commence sending out information and invites to the project management portal.  If your involved getting the contacts for the stakeholder form for us and don't know who all these contacts are, don't worry, at last get us the immediate customer contacts and we can start there and build more contacts as they become identified and as required. 

Pre-Install Form

Once we have the stakeholders in place the next important stage is for us to send out the Pre-Install forms so all parties can confirm that applicable IT & Telephony requirements are in place ready for the deployment stage.  We require the customer and their appointed IT and Telephony contractors to acknowledge the various minimum requirements are met and also to provide us with the necessary information to ensure a smooth and contiguous installation

Scope of Deployment Service and Engagement

Please review our Scope of Deployment Service and Engagement document which outlines the guidelines and scope of what is included in a standard deployment.  Our products are modular and can be configured into virtually limitless ways and to ensure we provide a well priced and efficient deployment we outline the standard guidelines for certain aspects that can cause the project to creep in time and cost if not identified.  If the project requirements exceed these types of items then additional fees will apply.  Your own deployment may well have been quoted to include additional scope at the project review consultancy, but for a typical contact centre deployment the following is some examples of these guidelines, but please consult the document for full details:

• 5 Queues included – more than 5 will entail additional charges

• 5 Overflows included – more than 5 will entail additional charges

• 5 callback in queue configurations included

• 1 single business partition - more than 1 will entail additional charges

• Up to 2 nested Auto Attendant queues - more than 2 will entail additional charges

• Up to 2 Dashboards - more than 2 will entail additional charges

• Dashboard includes up to 10 statistical items in design – additional items will entail additional charge, any custom queries will be quoted on case by case according to the customer requirements and database type

• CRM integration with supported CRM solutions included, but any non-supported CRM integrations will entail additional cost according to the compatibility of the CRM API and also assessment of complexity of the integration

• Solution testing

• 1 session of Supervisor and Admin training

• 1 session of End user training – train the trainer for initial blocks of 10 users

Training

CCX Care’s method of training is to ‘train the trainer’ using TeamViewer.  The customer will nominate a ‘superuser’ who will receive full hands on training in all areas of the software modules purchased, including the admin tasks. This person is then responsible for training the other users in the software they will be using in their roles.

Please refer to the Scope of Deployment Service and Engagement document for further details

Testing

CCX Care's products are modular and as a result each deployment has its own design and format. Therefore the CCX Care project manager will draw up a specific test plan for the site and cover off all features and functionality identified according to the customers requirements and the plan for the deployment, as well as recurrent tests that we carry out for each module deployed.

Go Live

The Go-Live stage is an important part of the process and is initiated by the Go-Live form which must be signed by the customer and returned to CCX Care before the site can be activated to be working live. If certain commercial conditions are attached to the project stage of Go Live these must be fulfilled before the project manager can activate the site to Go Live.   If for any reason we cannot obtain the Go-Live form and the site has been activated during the process, the CCX Care project manager will assess the date the system has gone live and process the Go-Live form.

Deployment Warranty Period

We provide a period of time called the deployment warranty period whereupon our deployment team will address certain accepted issues or reasonable change requests raised by the customer, without this being deemed chargeable and comprising part of the deployment process.  This deployment warranty period will extend for 21 days from the go-live date.

Deployment Project Completion

The Deployment Completion Form is issued to the customer one week after Go Live has occurred, (for avoidance of doubt - not when the Go Live Form is signed but when the system has been taken live).

The Deployment Project is completed when the Deployment Completion Form is signed by the customer. In certain cases, additional documentation may be attached to address specific needs or contractual aspects of the project, so that their completion may be demonstrated and signed as completed off by the client.

If there are certain issues that remain to be addressed, The Deployment Completion Form provides a section for the customer to enter a list of those issues outstanding (each one of those must have a support ticket issued for reference) and these will be processed and addressed by the coordination of the Project Manager and the support team.

If the customer does not return requests for the Deployment Completion Form for any reason, then the date calculated as 21 days from the Go-Live date is taken as the acceptance of the project completion. In this case CCX Care will deem the project has been completed and will notify the customer of this action.

How to Access Support

• Email support@ccxcare.com

• Web  https://www.ccxcare.com/login

Links for other information

• About CCX Care Professional Services