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#SEAMLESS HELP PHONE NUMBER UPDATE#

How many are currently configured and used in the current platform? What journeys are no longer used or expect to be changed? Are the journeys single or multi-channel? Management Information How many different queues do you use in the current contact centre platform? Contact Flows or Journeys

What is the peak number of agents & supervisors that will be logged onto the system at any time.

Number of staff that will be configured to use the new system.

Many partners use licences for various components of their solutions, so having a clear indication of: Are there any contact points that have seasonal fluctuations or are open for extended periods than normal business hours? At the end of this article there is a table to help you collect the data usually required. Once you have your contact points in a good shape, now you need to collect from your current system or data warehouse the volume of contacts to each contact point by month and year.

#SEAMLESS HELP PHONE NUMBER UPDATE#

Therefore take the time to create or update your master inventory list as this will be used by partners to estimate how many contact points needed to be configured, be sure also to indicate what contact points may be retired, which contact journey they point to.Īlso over time the business stakeholders who would have requested the contact point may have changed so capture the business owner so you can easily check if the number is to be retained or not, or are there any planned changes. The following tips will help you to prepare to go out to the market and work with partners to get you the right answer faster and meet your time scales: Know your contact pointsĪll too often, organisations do not maintain a master list of their contact points such as telephone numbers that they have been used over the years, for marketing purposes and are still out there on the internet for customers or suppliers to us. This impacts the accuracy of the response and usually pushes the timelines out, before the project has started.

These first stages are key to acquiring the right technology and partner, but many organisations fail at the first hurdle to provide enough information for the prospective partner to provide the correct level of response and budgetary figures in a timely manner.Īll too often companies go out to purchase a new contact centre platform but either only provide part of the data required or missing parts of it completely. When you have decided to replace the current technology, you start by issuing a Request for Information (RFI) followed by a Request for Proposal (RFP) then contracting with a new technology partner.

The key to any successful project is planning! Therefore migrating from one Contact Centre technology to another is no different, but crucial to prevent impacting your customer experience if you don’t get it right and impacting your colleagues with handling the fall out when things are not working as planned. Mark Russell, Amazon Connect Practice Lead at Devoteam