Delivering unique customer experiences requires a well designed and properly deployed contact center. Yet the number and complexity of applications involved in contact centers make deployments among the most challenging, calling for knowledge and skill sets that in-house IT organizations may not have.

Services, delivered by TC&C, help you create unique customer experiences. Designed to help transform your customer relationships, our solutions complement your in-house skills and help achieve operational efficiency. Our services help contact centers maximize customer relationships, enable richer collaboration, and accelerate technology innovations, to gain and sustain competitive advantage.

We provide these capabilities through three services:

  • Specification, planning and design
  • Implementation
  • Configuration
  • Integration
  • Testing
  • Training
  • Operation, maintenance and support

Specification, planning and design

We interview critical stakeholders to determine requirements and concerns before we start, and work with you to involve executive-level sponsors in overall project delivery. We help you deploy your Cisco Unified Contact Center on time and on budget, using proven project management methodologies and risk mitigation strategies in managing the project to closure. We analyze the readiness of the existing network infrastructure and provide a detailed report with recommendations. Analysis is done by completion of network discovery and inventory, network design analysis, and Network performance baseline. We analyze the current state of the operation support infrastructure (including people, processes, and tools) relative to industry leading processes, gauging your contact centers readiness to support a Cisco Unified Contact Center solution. We then make recommendations for operations support improvement and provide a plan for implementing recommendations. We validate your business and technical requirements for your Cisco Unified Customer Contact Center solution. Assess the risk that deploying the proposed solution might present to your network traffic, databases, or other applications. If necessary, we make recommendations to address feature and functionality issues and mitigate risk to the network during deployment. After a comprehensive review of your existing network, we provide an implementation-ready detailed design that incorporates call flow and scripting requirements and details technology integration activities necessary to implement your solution. It provides plans for staging, migration, and implementation and establishes the steps necessary to achieve a successful controlled deployment. We design and document the call flows, scripts, and in-depth details of your specified applications. The design can include computer telephony integration, interactive voice response, multimedia applications, Cisco Unified Contact Center reports, and associated databases, as determined during the development of the detailed design.

Implementation

These services are primarily delivered through Cisco Certified Partners. This service integrates devices and new capabilities in accordance with your design, without compromising network availability or performance.

Configuration

 

Integration

 

Testing

We can provide systems-level acceptance testing to objectively measure the operability and functionality of your planned solution. We create documented procedures with expected outcomes that validates your new solution against your documented requirements (includes helping you develop and design a test plan for the Cisco Unified Contact Center system and its associated applications). We work with you to create a test plan that contains processes, test cases, and schedules for use in validating that the deployed Cisco Unified Contact Center system meets the performance levels necessary to support the operational, feature, functionality, network infrastructure, and interface requirements specified in your solution requirements and detailed system design.

Training

 

Operation, maintenance and support