Contact Center Implementation

Definition

Contact center implementation is the subactivity consisting of the cohesive collection of all all tasks that are primarily performed to implement a single contact center.

Goals

The goals of contact center implementation are to:

• Acquire the contact center’s individual components.
• Build the contact center’s individual components.

Objectives

The objectives of contact center implementation are to:

• Acquire any COTS components.
• Build the data center in accordance with the associated design.
• Create the content (data components) of the contact center.
• Fabricate the customer special purpose hardware components in accordance with their associated design.
• Program the software components in accordance with the associated design and coding standards.
• Deliver the components to the integration team for deployment on the integration environment.

Examples

Examples of contact center implementation include:

• Building a major call center
• Building a contact center

Preconditions

Contact center implementation typically may begin when the following preconditions hold:

• The hardware development team is initially staffed and adequately trained in the relevant hardware implementation tasks.
• The software development team is initially staffed and adequately trained in the relevant software implementation tasks.

Completion Criteria

Contact center implementation is typically complete when the following postconditions hold:

• Initial content has been created.
• Hardware components have been fabricated or purchased.
• Software components have been implemented or purchased.

Tasks

Contact center implementation typically involves the following producers performing the following implementation tasks:

• Hardware Development Team, which performs:
  • Acquisition
  • Fabrication
  • Implementation Reuse
• Software Development Team, which performs:
  • Acquisition
  • Data Generation
  • Implementation Reuse
  • Programming
  • Debugging
  • Software Internationalization

Environments

Contact center implementation is typically performed using the following environment(s) and associated tools:

• Development Environments:
  • Configuration Management Tools
  • Content Management Systems
  • Database Management Systems
  • Documentation Tools
  • LowerCASE Tools
  • Metrics Tools
  • Multimedia Tools
  • Performance Tools
  • Security Tools
  • Storage Management Tools
  • System Administration Tools
  • Test Tools

Work Products

Contact center implementation typically results in the production of the following implementation work products:

• Contact Center (a.k.a., call center) including all associated:
  • Data Component
  • Software Component
  • Hardware Component

Phases

Contact center implementation tasks are typically performed during the following phases:

• Business Strategy: Not Applicable
• Business Optimization: Not Applicable
• Initiation: Started
• Construction: Ongoing
• Delivery: Completed
• Usage: Not Applicable
• Retirement: Not Applicable

Guidelines

• This activity is documented using the typical configuration for large contact centers. It is intended to be configured (i.e., instantiated, extended, and tailored) to meet the needs of specific contact centers.
• The preconditions of this activity should be the union of the preconditions of its constituent tasks.
• The completion criteria for this activity should be the union of the postconditions of its constituent tasks.