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Our Process


Constructing a successful Contact Center requires critical planning with resources that are highly trained and experienced that follow an exact process from engineering to implementation, from training to go live support, to reporting, analytics and forecasting.

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Assess & Audit

Define Contact Center Objectives

Identify Contact Types & Dispositions

Review Staffing Models & KPI's

Review Reports & Current Reporting

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Discover & Design

Workflow Concepts to conduct a series of discovery workshops

Interview key stakeholders and identify business objectives

Identify relevant systems like CRM, ERP and possible database integration opportunities

Review desktop automation opportunities to increase agent efficiencies

Identify reporting requirements and SLA objectives

Develop and document the system call flows and functional specification

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Script Development & Programming

System Configuration

UCCX Scripting

Database integration points and code development

Write the necessary custom applications to achieve functional specifications objectives

Write custom reports

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Configure UCCX & implement all scripts and necessary code

100% testing by developers and engineers

End User Testing and Acceptance

Cisco Finesse Agent and Supervior Training

Go Live and Day 2 Support

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Evaluate & Analyze

Baseline system and call center performance

Review CSQ's and Agent performance details

Identify Key Reporting Statistics

Implement modifications

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