What To Expect During UCx Contact Center Onboarding

Summary

The first step in the service relationship is Onboarding. Onboarding encompasses the initial setup activities required to ensure that the ongoing service meets your specific technical and customer service requirements. This includes gathering all of your Contact Center configuration requirements, setting up your Contact Center Environment, and training your Contact Center Supervisors and Agents so they are ready to hit the ground running. The onboarding process is led by the TPx team, and with your engagement, it can be completed within 30 business days, depending on availability.

Our goal is to deliver a seamless customer experience for you throughout the onboarding process.  As part of this, you will be assigned a dedicated Project Manager. This individual will be your primary point of contact for managing the onboarding process and coordinating with other TPx experts who are part of your onboarding team.

Service Onboarding

Service onboarding includes the following major tasks/milestones:

1. Voice Specialist Resource Request
   • Your Project Manager will request and schedule a Voice Specialist resource to lead the technical onboarding process.
2. Welcome/Kickoff Call
   • Your dedicated Project Manager will schedule the initial welcome call.
   • An overview of the provisioning process will be provided.
   • Contracted services will be reviewed.
   • General project timelines, activities, and responsibilities will be discussed and confirmed.
   • A review of the information collected to date will be performed.
3. Solution Design Call
   • Your dedicated Project Manager will schedule the Solution Design call.
   • Your Contact Center product requirements will be gathered by a Contact Center Solution Expert.
   • You will sign off that your requirements are complete and accurate.
4. Configuration Review Call
   • Your dedicated Project Manager will schedule the Configuration Review call.
   • Contact Center Configuration Engineers will gather detailed information about how you would like your Contact Center built and configured. Topics include Interactive Voice Responses (IVRs), hold times, hours of operation, call routing, and more.
5. Build Review Call
   • Your dedicated Project Manager will schedule the Build Review call.
   • Contact Center Configuration Engineers will review your Interactive Voice Response (IVR) setup to confirm it aligns with your requirements.
6. Configuration Training Call
   • Your dedicated Project Manager will schedule the Configuration Training call.
   • Contact Center Configuration Engineers will train members of your team on how to configure your Contact Center solution so you can make key updates such as adding new agents, updating holiday hours, and more.
7. Environment Setup
   • Taking what you learned from Configuration Training, you can start setting up your Contact Center environment.
   • If you do not have the resources necessary to perform this step, TPx will set up your environment on your behalf.
8. User Acceptance Testing
   • Your dedicated Project Manager will schedule the User Acceptance Testing call.
   • We will test all voice prompts, menus, and touch-tone inputs with you to confirm all configured items are set up and working correctly.
9. Agent Training Call
   • Your dedicated Project Manager will schedule the Agent Training call.
   • Contact Center Configuration Engineers will train your Agents on using your Contact Center solution, so they are ready to go on day one.
10. Go/No Go Call
    • Your dedicated Project Manager will schedule the Go/No Go Call
    • We will review our Go-Live Readiness Checklist to ensure your Contact Center solution is set up to your satisfaction, and that all technical configuration items have been completed.
11. Go Live Call
    • Your dedicated Project Manager will schedule the Go Live call.
    • Your Contact Center solution will be turned on and all functionality confirmed.
    • If applicable, your Voice Specialist will turn down any TPX-managed solutions being replaced by your new Contact Center.
12. Reporting Training Call
    • Your dedicated Project Manager will schedule the Reporting Training Call.
    • Contact Center Reporting experts will train your Managers and Supervisors on all available reports so they can access all information necessary to manage and support your Contact Center.

Onboarding Timeline

Service Onboarding generally takes up to 30 business days to complete. This timeline is contingent upon the availability of customer and technical details, as well as the complexity of your Contact Center solution.