Solution Implementation Process for a Carrier-Grade
Contact Center Solution

A comprehensive set of Solution Implementation Services are available from CosmoCom and selected certified partners. The key components of these services are depicted and described in the process flow below.

Based upon the agreed Solution Proposal, a Detailed Statement of Work (SOW) is prepared and jointly approved. CosmoCom’s Prescriptive Architecture provides the recommended environment in which the CosmoCall Universe software will be installed. These important recommendations include configurations for hardware, operating system, network, firewall and other infrastructure components required to achieve optimal performance and results.

Installation begins once the prescribed architecture is in place, and then IVR, web and third party integrations such as CRM or work force management are carried out. Site specific documentation documents the configuration of installed and integrated components. Implementation verification testing demonstrates proper functionality as agreed.

CosmoCom Technical Training, or a similar program offered by one of our certified partners, must be carried out and certification achieved as a pre-requisite to project completion. As a supplement to formal technical training, customer personnel have the opportunity to observe and interact with CosmoCall Universe installation personnel in order to get additional first-hand experience with CosmoCall Universe in their own environment.

Upon successful completion of Solution Implementation, ongoing system support is provided via transition to CosmoCom’s Software Assurance Program, or a similar program offered by selected certified partners, which provides for software updates and access to qualified personnel.

Solution Implementation Process Flow

Project Kick-Off

• Kick-Off Meeting
• Review Solution Proposal
• Capture Details for Statement of Work
• Output: SOW Issues Closure, High Level Milestones

Detailed Statement of Work

• Document Creation
• Prescriptive Architecture Review
• Risk Analysis
• Agreement and Sign Off
• Output: Detailed SOW

Solution Implementation

• Resource Assignment
• Infrastructure Readiness & Approval
• CCU Installation
• IVR Script Development
• Web Integration
• Third Party Application Integration (e.g., CRM)
• Initial Configuration
• Engineering Test
• Output: Test Readiness

Site Specific Documentation

• Documentation Creation
• Documentation Review
• Output: Documentation Approval

Implementation Verification Test

• Execute Test Plan
• Document Results
• Output: Completed Test

Training

• Technical Training
• User Training
• Output: Training Certification

Final Review

• Project Closure Readiness
• Pre-Production Readiness
• Output: Project Closure and Transition to Software Assurance Program