Key points to be considered,when designing an Omnichannel Contact center.
Gather High-level Requirements.
Inbound Contact Centrer with self service & Conversational AI?
Outbound Contact Centre with an Auto Dialler & Agent transfer?
Blended CC Operations with Both Inbound & Outbound?
Digital Channels are required ( WebRTC, Webchat, WhatsApp/SMS, Social Media etc)?
Virtual Queuing & Call back Assist functionalities?
FFCR (Fast & First Call Resolution) & Customer Journey Displays?
Skill-based routing, Priority, Queuing, Predictive Routing
Single cloud for UC, CC, WFM, QM.
2. Current Pain Points/Issues in Customer Engagement platform?
Lack of Digital channels (Inbound & Outbound)?
Understand top five Customer concerns?
Understand CSR (Customer Service Representative/Agent) issues?
Not achieving organization Service Level?
Supervisor Issues/complaints?
Any Customer's Call Routing Issues (Voice/Chat/Email/SMS others)?
Availability issues?
3. Understand the client's approach & budget for technology investment?
OPEX Based/Fixed Monthly/Annually
Pay as you go/Consumption Model.
CAPEX Investment/Perpetual ownership of Licenses & Infrastructure.
4. Understand organization’s IT (Information Technology) strategy?
Infrastructure/Security Guidelines?
Inhouse Cloud/Virtual/DevOps IT team?
In-house development team?
Who can manage changes in IVR scripts, business flows etc?
5. What are High-level features required for Customer Engagement?
Voice Calls queuing & handling (Inbound/Outbound, Both)?
Virtual Queuing?
Call back Assist Functionality?
Web chat handling with Co-Browsing?
Emails Handling?
Social Media interactions?
Mobile App interactions handling?
SMS/WhatsApp inquiries handling?
Other Digital Channels (Apple Business Chat, Wechat, QQ, Snapchat, Viber)
Priority treatment Mobile callers.
CRM platform integration?
Knowledge base for agents
WFM, QM, Forcasting
6. Types of Automation Required?
Voice calls - Conversational AI (for self Service IVR)
Web Chat - Chat Bot
Email automation
SMS Bot
Fall back to Expert Agent.
7. Understand Self service (IVR functionality) required?
Inbound self service IVR menus (One level/ Two level/ Three levels)?
IVR Integration with Databases/Web Services/CRM Systems?
Need Conversational Artificial Analytics?
Call back Assist or Virtual Queuing?
Speech Biometrics?
Outbound Dialler capability with Expert Agent Transfer?
Post Call Surveys?
8. Requirement for Forecasting/Scheduling/Quality and Adherence?
Work Force management system (forecasting/planning/Scheduling)
Secure Voice Recording
Secure Voice & Screen Recording
Speech Analytics (Historical & Real Time), key word monitoring.
Sentimental analysis
9. How CSRs will operate?
Office Agents using Desktop ( windows/IoS).
Remote Agents. (Virtual (VDI), Mobile, Desktop, Hard-Phone)
Home Agents
Mobile Agents (Using Mobile App)
Outsourced Operations in a different Geographic Location.
Outsourced Quality/WFMS operations.
10. Geo Redundancy/Local Redundancy Required for Contact Center?
Rainy-day scenarios and Requirements?
Sites needing geo Redundancy.
Sites needing local Redundancy.
SBCs (Session Board controllers) & SIP Infrastructure (SIP Trunking/SIP Routing gateways) redundancy?
Agent/CSR Registrations back up?
System Management back up?
Active-active Trunking set up?
IVR/Self Services back up?
Chat Infrastructure back up?
Email Infrastructure back up?
11. Infrastructure deployment Options?
On-Prem – Hardware based Appliances/Own servers
Virtualized Options – VMware/Nutanix/Citrix/Hyper-V/Oracle/Others
Cloud Options – Public/Private/Hybrid
12. Calculating current Capacity & Sizing related requirements?
a. Trunks Sizing for CC ( Inbound & Outbound).
What is current traffic?
What is expected growth in next 1-3 years?
What is Busy Hour Traffic & AHT in busy hour?
If your IVR is Front ending the Agents, then how much % call completions in IVR?
Do you need Centralized SIP Trunks or SIP trunks at each site?
Do you need E1/T1 Trunks for business continuity in case of WAN outage?
b. Agents Sizing for CC.
Service levels?
Desired Agency Occupancy?
What is ACW (After Call work) duration in your operations?
Voice
Chat
Email
What is Agent working shift duration?
c. Mobile & Remote Agents
How many remote Agents?
Features required by Remote users.
How many Mobile Agents?
d. Overage Requirements (Trunking, Spare Capacity, slots, resources etc.)
13. Type of CC Agent Endpoints/Workspace/Phones Required
Secure Web Based Client (Agent work space) with integrated Voice & Digital Channels ( SMS, Chat, Social Media, Emails?
Thick Client with integrated Voice & Digital Channels (SMS, Chat, Social Media, Emails?
Web based Client with Soft Phone/Hard Phone (Remote Agents)
VDI Agents with End to End Encryption
14. Reporting Requirements
Historical/Real Time/Integrated Reports
Universal ACD Queue Status (All Digital Channels)
Digital Channel performance/comparison Reports
Detailed Navigation Reports (IVRs)
Agent Performance, Group Performance, Skill performance
Service level reports
Customer Journey Reports with Detailed analytics
After Call work, Quality Adherence, Sentimental Analysis Reports
Others
15. Most Important & Finally – To calculate RoI (Return on Investment) for Customer
Current CC Operational expenses?
Current CC Capital Expenses?
Current manpower expenses estimate?