Requirements Analysis and Capture

This often depends on the nature of the project, but in most cases our team is made up of both technical and operational experts who will guide you through the process of understanding and documenting your requirements. Our team members may include:

• Enterprise Solution Architect
• Networking and Security Specialist
• A Technical Business Analyst
• An Operational or Workforce Management Specialist
• A Telecommunications Specialist
• Genesys Cloud CX Platform Specialist

You understand your business and how it operates. We understand contemporary Contact Centre and Call Centre Technology. Marrying those two factors together, perfectly, is the key to downstream success.

There are many reasons to conduct a detailed requirements analysis. They may include:

• You are migrating from on premise Automatic Call Distribution (ACD) to a Cloud Based Contact Centre and the requirements capture will detail the deliverables and scope in acute detail
• You are conducting a technology refresh from one cloud CX platform to Genesys Cloud CX
• You are looking to build and operate a Contact Centre for the first time and you need specialist support to detail your needs
• You want to release a Contact Centre Request for Proposals (RFP) or Request for Information (RFI) and you want your document to the Vendors to be perfect in all respects

You should expect our team to review all relevant factors of your business, including interviewing your key stakeholders, subject matter experts, reviewing current documentation, physical capabilities including facilities, sites, offices, connectivity, telecommunications, current call flows, Interactive Voice Response structure, queues, staffing, workforce management, regulatory, commerce, legal, online, social and digital strategy and more.

For most multichannel or omnichannel Contact Centre projects you should expect us to speak to members of your team across the following departments (In no particular order):

• The Leadership Team
• The Contact Centre Management Team
• The Workforce Management Team and Human Resources
• Information Technology Team, which could include application developers, devops or software engineering stakeholders
• Operational and shop-floor subject matter experts
• Your telecommunications specialists
• Your Information Security Team
• Your Networking Team
• Your compliance, regulatory and legal Team
• Your Online Team, especially if you run eCommerce
• Your Marketing Team
• Your Loyalty and Retentions Team
• Your Outbound, collections, debt-management or other such Team
• Your Social Media Team, including Brand Managers
• Your Contact Centre Supervisors and Team-Leaders
• Current Contact Centre Staff at an agent or customer service representative level
• Your Reporting and Business Information (Analytics) Team

For Contact Centre projects the outputs are typically in the form of:

• A Business Requirements Document
  Where the business requirements clearly describe the statements of goals, objectives and needs of your business.  This is surfaced through a series of discrete stakeholder groups to each define what they expect.
• A Functional Requirements Specification
  These define what your solution must do and what its features and functions need to be.
• A Non-Functional Requirements Specification
  These describe the general properties of a solution, or its quality attributes, its performance, reliability, availability, cost and so on.
• A High-Level Design Document
  A written narrative with technical drawings that describes the solution at a component or building block level.
• A number of Low-Level Design Documents as a function of the project.
  This builds upon the High-Level Design documentation and goes down to the hostnames, IP Addresses, Protocols and Transport for each building block and between building blocks of the required solution.

For other non immediate requirements capture scenarios, for example, preparation of documentation for RFP's, RFI's, Tenders etc:

• A largely complete RFP document, that requires topping and tailing by your stakeholders
• Architectural Drawings in Visio (or other formats as required)
• Word Documents, Powerpoint or Excel Annexes
• Other Documentation as a function of your requirements and the purpose of the engagement

These types of consultant led engagements are always best performed, at least initially at your premises and centric to your business.  A certain amount of documentation preparation and collating of the results of the enquiries conducted may also occur off site.  It should be noted that we often demonstrate the "Art of the Possible" as a function of 'discovery' so that your business has a rounded, holistic, accurate and relevant baseline available to them around which they may then cite their requirements.  These demonstration often occur in the form of 'discovery workshops' involving many of your key stakeholders in each session.