Cloud Contact Center Software
Kickoff and Discovery Meeting
For <Company Name>
Date
Agenda
• Roles and Responsibilities (3 min)
• Implementation Methodology (2 min)
• Call Center Requirements (30 min)
• Account Settings Review (10 min)
• Network and Equipment Readiness (3 min)
• Timeline and Process Review (15 min)
– Overall Timeline / Process Overview
– Training
– Optimization Overview
• Contact Information (3 min)
• Next Steps / Action Items Review (10 min)
Time Limit (60-90 minutes)
2
Roles – Five9 Team
• Implementation Manager
- Call center design and roll-out
- Training
• Implementation Manager Supervisor - <Supervisor Name>
- Project Implementation feedback
• Account Manager - <Account Manager>
- Changes to account
- Billing concerns
Use this if you are the
only IM on the project.
DELETE THE NEXT SLIDE
• Product Support
- Urgent technical issues when Implementation Manager is not available
3
3
Roles – Five9 Team
•
Solution Architect
-
•
Implementation Manager
-
•
Project Implementation feedback
Account Manager - <Account Manager>
-
•
Day to Day contact
Roll-out support
Training
Use this IF there is a
Solution Architect on the
project. DELETE THE
PREVIOUS SLIDE
Implementation Manager Supervisor- <Supervisor Name>
-
•
Initial Discovery and Solution Architecture
Changes to account
Billing concerns
Product Support
-
Urgent technical issues when Implementation Manager is not available
4
4
Roles – Customer Team
• Primary Technical Contact
- Configuration
- Maintenance Notifications
• Primary Business Contact
- Decisions for Account changes involving payment or
additions
• Trainer
- Responsible for training team members
5
5
“Battle-Tested” Implementation Methodology
Define
Implement
• Definition: Identify business goals, gather
requirements, establish success criteria,
document and validate the Design
• Implementation: Configure the solution to
deliver the defined requirements
Train
• Training: Train-the-Trainer in the use of the
Administrator, Supervisor and Agent
applications
Test
• Acceptance Testing: Validate that the
Implementation operates as designed and
meets the Client’s requirements
Rollout
Optimize
5 DAYS
• Rollout: Assess readiness, coordinate “Go
Live” and provide dedicated “Day One” support
during the initial rollout of the solution
• Optimization: Tune the solution to deliver the
optimal results
30 DAYS
6
6
Call Center
Requirements Review
7
Overview Of Your Business and Requirements
• Short Description of Business
• Target ‘Go-Live’ date?
• How many users/agents on ‘Go-Live’ date?
• 30 days post ‘Go-Live’?
• 90 days from now, what would show measurable
success?
• If leaving another vendor, were there specific pain
points?
• What are your plans for the Five9 scheduled
maintenance? (For 24/7 Inbound capable domains
ONLY)
8
8
The Five9 Deployment Quadrant
C
a
l
l
R
e
c
i
p
i
e
n
t
s
You Are
Here
B2B
Only Use this slide if customer is
PRIMARILY OUTBOUND
B2C
Less than 10 seats
More than 10 seats
Number of Agents
9
9
Outbound Calls
Dialer dials a phone
number for the agent
Dialer Connects
the CALL to the
Agent
End of Call
10
10
Outbound Calls
Dialer dials a phone
number for the agent
•
•
•
•
Campaigns
Automatic or Manual Dialing
List Source
Voicemail Actions
11
11
Outbound Calls
Dialer Connects
the CALL to the
Agent
•
•
•
•
•
Collect information (External CRM or Five9)
Telephony Functions (Hold, Transfer etc.)
Call logging
Voicemail Processing
Setting callbacks
12
12
Outbound Calls
End of Call
• Dispositioning the call
• Dialer action based on disposition
*Redial, Do Not Call, Do Not Dial Until
After x days/hours/mins
13
13
Inbound Calls
Callers Dial in
•
•
•
•
•
Inbound Call Sources
Call routing requirements
IVR
Hold Times / Prompts
Voicemail options if agents are not available
14
14
Inbound Calls
Call
Connects To
Agent
•
•
•
•
•
Collect information (External CRM or Five9)
Telephony Functions (Hold, Transfer etc.)
Call logging
Voicemail Processing
Setting callbacks
15
15
Inbound Calls
End of Call
• Dispositioning the call
• Other after call work tasks
16
16
Your Virtual Contact Center Order Review
• Infrastructure
Account Number
Five9 Domain Name
Five9 Service
VCC Agent
VCC Supervisor
VCC Administrator
VCC Outbound Lines
Infrastructure
VCC Inbound Lines
VCC Recording Ports
Five9 Local DID
VCC Max Contact Fields
VCC Max Running Campaigns
VCC Max Skills
Five9 Failover Domain Name (for
24/7 Inbound capable domains
ONLY)
<remove this if N/A>
17
17
Network and Equipment Readiness
• Network Assessment Status
– Passed on MM/DD <remove if N/A>
– If ‘In Progress’ <remove if N/A>
• When can we schedule NAT?
• Required to pass NAT before going live.
• Workstations and Headsets
– Compliance with Five9 Technical requirements
• Java version
• Browser
18
Timeline and Process Review
• Billing Cycle: Starts on Account Activation
• Training Schedule
• Next steps and next meetings
19
19
Product Training
IM-Led Training
• Implementation Manager facilitates the training; focus is on
the call center design
• Train-the-Trainer model
• May occur over several sessions
Self-Paced Online Training
• Free materials/training videos available on the Five9 website
• Free certification exam
• Certified accounts have *priority* routing to Tier2 Product
Support
20
20
Optimization Overview:
Fine Tune Your Configuration
3 Checkpoint Meetings
–
–
–
–
–
Scheduled weekly by Implementation Manager
Re-assessment of Goals and Success Criteria
Review Call Statistics and Reporting
Identify Concerns and Review Open Cases
Compliance Review
Post Implementation Evaluation
– Free consultation service to review configuration to further optimize
solution
• An “extra pair of eyes”
– Conducted by Account Management Sales Engineer
– Scheduled after 1st Checkpoint Meeting
21
21
Contact Information
Implementation Manager (IM)
• Point of Contact for any issue during implementation
• Availability: <8AM – 5PM Central>
• Phone # (925) 206-3547| John.Obrero@five9.com
Supervisor
• Name: Denice Navarra
• Higher level PoC at any time during implementation
• Phone # (925) 808-7109| DNavarra@five9.com
22
22
Contact Information (con’t)
Supervisor’s Manager
• Name: Resty Almojuela
• Even higher level PoC during implementation
• Phone # (925) 808-7106| ralmojuela@five9.com
Customer Support
• Technical issues, or when the Implementation Manager is
unavailable. Handles all VCC concerns after optimization
• Availability: 24x7
• Phone # (866) 553-1459 Opt. 1| cases@five9.com
23
23
Next Steps and Action Items
24
24
Thank You
Cloud Contact Center Software
25