- Initial Assessment and Planning:
- Needs Analysis: Assess the specific requirements of the business, including the number of agents, types of interactions (voice, email, chat, social media), and integration needs with existing systems like CRM.
- Solution Design: Design a tailored solution that fits the business's needs, leveraging the modular nature of OmniTouch Contact Center.
- Installation and Configuration:
- Software Installation: Install the OmniTouch Contact Center software on commercially available servers or as a VMware-compatible virtual machine.
- Configuration: Use the patented graphical application to configure call routing, agent features, and other settings. This includes setting up Automatic Call Distribution (ACD), skill-based routing, and multimedia interactions.
- Integration: Integrate with existing telephony infrastructure (OmniPCX Enterprise) and other business applications like CRM systems.
- Customization:
- Custom Features: Customize the software to fit specific business needs, such as creating custom call routing strategies, setting up personalized agent desktops, and configuring real-time performance monitoring tools.
- User Interface Customization: Customize the user-friendly graphic interface for supervisors and agents to manage and monitor interactions efficiently.
- Testing and Validation:
- System Testing: Conduct thorough testing to ensure all components are working correctly, including call routing, agent logins, and integration points.
- User Acceptance Testing (UAT): Allow end-users to test the system to ensure it meets their needs and gather feedback for any necessary adjustments.
- Training and Deployment:
- Training: Provide training for agents, supervisors, and administrators on how to use the system effectively. This includes training on the graphical management interface and real-time monitoring tools.
- Go-Live: Deploy the system into the live environment, ensuring all agents and supervisors can access and use the system as intended.
- Post-Implementation Support:
- Monitoring and Support: Provide ongoing support and monitoring to address any issues that arise and ensure the system continues to meet business needs.
Implementation Timeline
The timeline for implementing OmniTouch Contact Center software can vary based on the complexity and size of the deployment. However, the software is designed to be easy to implement, allowing for a relatively quick setup. The exact duration can range from a few weeks to a couple of months, depending on factors such as the number of agents, the extent of customization required, and the integration complexity.