Professional Services

Implementation

The implementation process starts with a careful preparation. The structuring of the software and your organisation determines the eventual success. To serve you better, we first chart your specific situation. Not one company or organisation is identical. Livecom always provides made-to-measure software and likes to set up a slender and realistic project planning with you. This yields quick results.

Plan of approach

Every implementation begins with an intensive kick-off. For one day, a maximum of six staff members from your organisation (business, service, contact centre managers, system managers or supervisors, people involved in handling customer contacts) get an extensive on-site explanation about the functionalities of Livecom solutions. Next, we jointly determine the best possible structuring of these solutions. In the kick-off phase, a Professional Services consultant assesses the following subjects:

Concepts and functionalities;

• Basis configuration (like vertical segments, agents, groups, skills, numbering plan);
• Steps to prepare the setup of the CIM application;
• Agent Work Station (AWS), available intrinsic knowledge, interface of the application;
• Organisational aspects;
• Required training;
• Reporting.

Together with our customers, we define a plan of approach to make sure not a single main point is neglected. On the day the application is launched, a Livecom consultant is present. He assists the client and can make slight on-site adjustments. Two weeks after 'go live' day, the implementation is completed with the 'Review & Interpretation' report. The first experiences are analysed and elucidated.

Support

As soon as your application is operational, our Support department takes it under their wings. This team guarantees the platform will function perfectly at all times.