1 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
2 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING MITEL PROFESSIONAL SERVICES... 4
3 This document overviews Mitel Professional Services for Mitel Contact Center solutions in the Swedish, Danish, Finnish and Baltic markets and ties customer and partner needs to a range of service options. These services are generally available for Mitel partners and direct sales teams to position and sell along with contact center products, training and support services, and with Mitel s Unified Communications and Collaboration (UCC) solutions and services. Mitel Services are offered to maximize customer solution value and to help partners fill gaps in their own professional services offers. The Mitel Professional Services Contact Center delivery team has helped hundreds of customers and partners to translate customer needs and technology capabilities into successful daily operation and ready solutions to respond and grow as their business dictates. The purpose of this document is to permit partner and sales teams to efficiently and accurately respond to each customer opportunity in a way that will satisfy customer needs and fit their budget. Responses can be composed of these service options using a co-delivery model (for a Mitel-certified partner) or a Mitel Turnkey Delivery model. Table 1 illustrates the way Mitel Professional Services has packaged our contact center professional services. It shows two main project stages that align with Mitel s delivery methodology: Discover, Design, Develop and Deploy, defined below in Figure 1 (next section). The five service areas are shaped by project needs and are for the most part consistent with UCC professional services for ease of building projects with both contact center and UCC requirements. You can choose from a large number of service options to tailor each project/opportunity for the customer s specific requirements. While the majority of these services are considered Advanced Services in that they include the application of deep technical knowledge on Mitel technologies as well as a strong understanding of the customer s contact center processes and environment, many are pre-packaged for fast and predictable quoting. Table 1: Mitel Professional Services for Contact Center Solutions PROJECT STAGE SERVICE AREA SERVICE OPTIONS SOLUTION ALIGNMENT* Strategic Roadmap All 1. Business Consulting Customer Experience Optimization Workforce Optimization Performance Discover & Design 2. Technical Consulting and Design Healthcheck Core Contact Center Discovery and Design Discovery & Design All** All** Core Contact Center Upgrade/Migration Core 3. Migration Scripts Migration Migrate to Cloud Core Advanced Integration /Performance 4. Advanced Integrations Integration Consulting /Performance Develop & Deploy 5. Implementation Custom Reporting Implementation Technical Leader Advanced Configuration Core Contact Center Implementation Performance Core All Core Scripts Implementation * See Figure 3 for the definition of customer s 3 main areas of solution needs (Core, Performance, and ) ** Focused on Core, but links to Performance and services. Contact Center Training services are available and are not represented in this catalog. 1 CATALOG
4 MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY Mitel has developed its Professional Services Delivery Methodology (Figure 1) as a result of deploying over 8,000 contact centers over the past 20 years and continuously improving its practices. This methodology is similar to our UCC practices. Of course, not all methods and practices apply to all projects. Please note that Mitel will scope projects based on the needs of each customer. That is, if a best practice is not required it need not be part of the project. At each stage, Mitel has a best practice which is supported by a service offering or in-house skill. Having service offerings allows us to translate customer requirements into IT projects which can be managed individually or together, and phased according to the customer s needs. The differentiator here is that Mitel s practice methodology is repeatable and predictable. This allows our partners to accurately price and position the services, and confidently forecast their delivery timeframe. Figure 1. Contact Center Professional Services Delivery Methodology CUSTOMER NEEDS Contact centers are a strategic part of many organizations, often being the brand face to their customers, a major source of revenue generation, or a significant cost center to be managed. A great contact center can help you differentiate your business in a competitive marketplace. Helping a contact center reach its strategic objectives can demand a great deal of business focus and investment. And it is continuous. At the same time, despite the best efforts of contact center technology providers to simplify, automate and integrate their solutions into business applications, using the technology can still be a challenge. Multimedia and outbound interactions are ramping up and then there are cloud considerations, and regulations to meet. We want customers to be as self sufficient as possible in getting business value from their technology. But when they need help, that s when they consider Professional Services. How do organizations run their contact centers? They do a range of specialized contact center IT and management activities that encompass: customer interactions, business processes, resourcing, etc, shown in Figure 2 activities that are very specialized to the contact center environment. Figure 2. Contact Center Needs vs. Professional Services Projects. 2 CATALOG
5 Good Professional Services start with strategy, people and processes, then consider the technology and how it can help. Mitel Professional Services can: Start by discovering customer s existing business process, learning how customer wants evolve or transform their processes to change customer experience, reduce costs, measure outcomes, etc. Add consulting expertise that is often required during Discovery to align stakeholders to decide on their contact center business roadmap before considering the technology. Continue with firm business requirements to begin the solution design, sometimes needing deep architectural expertise in the technology environment and surrounding business applications. Apply to new contact center solutions as well as upgrades, migrations and expansions of existing contact center solutions. Help a customer who just needs to learn where they are with their technology: this where a Healthcheck service is a good fit. Professional Services are structured around contact center Core Services, Performance Services, and Services, as outlined in the orange boxes in Figure 3. These three service areas are aligned both to customer needs (orange text) and to technology components / capabilities in Mitel s contact center portfolio (blue boxes). Figure 3. Contact Center Professional Services vs. Customer need and Solution portfolio. New projects start with Core Services to architect, design and implement the Core contact center platform, the basic agent interface, the intelligent call distribution function, and standard reporting. The Core contact center design will take into account the technical needs of the Performance and technologies. Some advanced Core needs include platform redundancy and/or virtualization, and migration to private cloud. Performance Services can add accounting solutions, call recording for quality or compliance purposes, customize reports if the large number of out of the box reports are not sufficient, and manage and optimize the workforce. Performance Services also help customers who need consultative help to decide on what reports they should focus their management activities on or how to get the most productivity from their workforce scheduling system. Services are for automating inbound and outbound workflows, adding multimedia, and integrating with business applications to add context to workflows such as Customer Relationship Management (CRM) systems. While simply automating workflows or adding context may be the customer s objective, Services can also be used to differentiate their client s experience with goals such as retaining customers or building loyalty. Modernizing typically involves migrating part or all of customer s existing solution. Scenarios include migrating from a legacy Mitel technology or from a legacy third party solution to a Mitel solution. 3 CATALOG
6 ENGAGING MITEL PROFESSIONAL SERVICES Customer opportunities can be reduced to IT projects: to create a new solution, to upgrade, to add new capabilities, to scale capacity, to modernize the solution, and to optimize how the solution is leveraged to satisfy one or more business purposes. Sometimes the requirements are a combination of these project types. There are four project levels that cover a wide range of solution needs, specifically the scale, complexity and degree of certainty of customer requirements, and apply to new projects as well as additions, upgrades, migrations, etc: 1. Most basic contact center projects with simple requirements need only simple discovery and design work for things such as basic agent interfaces and IP addressing. This work is done during implementation. 2. The next project level is where a Mitel Technical Consultant delivers a formal project discovery and design stage ahead of implementation work. This service level would cover most projects with up to medium scale and complexity for automating workflows with Interactive Voice Response or Multimedia and scaling capacity for up to 500 agents. In this case, Mitel would provide packaged services. Project details would be well understood, such as the number of workflows and what capabilities are to be included in the workflows. 3. As a third project level, when indicated by opportunity scale or complexity in the pre-sales stage, the partner/sales team and Mitel Professional Services team will interview the customer and fill out a special document called the Advanced Services Questionnaire. What this really means is that extra care will be taken to ensure that the customer project requirements are well understood during the sales process and that any additional services required for project success would be included with the Mitel quote. 4. In the situation where a customer still has unknown / poorly defined solution needs even after discovery with the Advanced Services requirements meeting, Mitel Services may recommend that a consulting service be sold ahead of positioning the full solution and services. This consulting service will define and document the solution business and technical requirements, leading to more satisfied customers and cleaner project execution. All project opportunities start by spending time to understand the customer and partner needs. This is done by reviewing the customer requirements and solution documentation that are provided with the services quote request. If more information is required, then the Professional Services team will engage the partner/sales and customer representatives to discover the detailed customer needs. Service pre-sales quote requests and project engagements are requested via your sales representative. A packaged response to level 4 above is to request a contact center Healthcheck service. This is a Technical Consulting service targeted at existing contact center customers with the goal of finding gaps in the technology or use of their solution. Other consulting services to lead into uncertain solution / project requirements include Business Consulting and Technical Consulting where the objectives will depend on the initial discovery. 4 CATALOG
7 Business Consulting is offered to help align customer stakeholders on their contact center business requirements and to evolve or transform how they run their contact center and differentiate their customer experience. These services are used ahead of specifying a Mitel solution or used to optimize how customers use/evolve their existing Mitel solution. These Consulting services start by discovering and documenting customer s current state of business and operational performance, develop a view of a target future state, and identify gaps, potential projects and investment priorities. Business Consulting for contact centers is different to most other professional services that Mitel offer in that they first consider business strategy, people/organization and processes, and only then consider the technology at a high level and how it can help. The goal is to help customers achieve their contact center business potential and respond to competitive pressures. Customers build concrete business priorities that are driven by their strategy and performance, and see new or better ways to manage and automate contact center business processes to manage cost, increase revenue and to build market differentiation. SERVICE OPTION DESCRIPTION HIGHLIGHTS Strategic Roadmap Mitel discovers the current state strategy by interviewing key stakeholders in business and operational management and gathering and reviewing current contact center objectives, business performance, market drivers, and strategic plans. Next, Mitel consultants apply deep industry knowledge to develop customer-specific opportunities to enhance or transform the strategy, then recommend and align stakeholders on the target strategy and investment priorities. Customer Experience Optimization Workforce Optimization Applicable to all customers who plan to deploy a contact center solution for the first time, or who are adding major new capabilities or who have a need for business transformation in their existing contact center but need to align on strategic priorities. Mitel help customers focus their efforts to build customer experience in their core business where transaction volumes lend themselves to process automation and where workflow optimization has the highest business impact. Alternatively, Mitel can help customers facing competitive pressures as they enter new or emerging markets by applying advanced product features, data integration and elegant workflow strategies to build differentiation in customer experience. Mitel help contact center managers to build and optimize operational processes around agent staffing, scheduling, and forecasting with focus on understanding the current management objectives and practices, identifying operational gaps and opportunities, setting priorities, and providing help with using the technology to achieve their objectives. Services are targeted at contact center managers who are: Either using WFM for the first time and need to get started in building and programming agent schedules, Or have specific business objectives, executive sponsorship, and need to build and apply WFM competencies in their operations. Launch a new contact center with confidence that you have the right strategy. Identify ways to evolve or transform your contact center. Better manage strategic priorities and risks. Make customer experience in your core business exceptional as you make your volume workflows efficient and responsive. Differentiate with elegant multimedia workflows. Adopt leading industry practices in how to manage and optimize your workforce 5 CATALOG
8 Technical Consulting and Design services are scoped and delivered by Mitel s experts who have advanced competencies in Mitel products and who know how to apply them to solve customer business problems in their operational and IT environment. These services are particularly valuable to partners who need to leverage Mitel s technical skills when customers have more advanced needs for scale, advanced features, and integrations, and where the customer understands their business requirements but lacks agreement on their target technical solution and/or business process design. Partners benefit from expert discovery to baseline the current solution and gaps, rapid and optimal application of Mitel technology to meet their customer s specific business and IT environmental needs, and designs that can be implemented with low technical risk and great customer experience. SERVICE OPTION Healthcheck Core Contact Center Discovery and Design Discovery & Design DESCRIPTION For customers who need to understand their current contact center solution, Mitel discover solution technical requirements, document system topology, configurations, software releases and patch levels, review system logs, highlight system deficiencies, and summarize recommended actions. Applies to existing environment, systems & workflows Licenses & features in use plus system loading Existing routing & scripts Gaps, recommendations Note: If you need to assess the underlying voice/ucc solution then please refer to the UCC Professional Services Catalog. When customers are ready to define their Core contact center solution, whether it is new or the evolution of an existing solution, Mitel discovers customer technical and phasing requirements, guides and aligns project stakeholders by explaining the benefits and limitations of key architectural choices, then documents system components by location and phase, frames out key configuration parameters, dimensions systems to meet performance, assesses feasibility of third party integration and interoperability, and defines design best practices. Along with the architecture, Mitel assesses areas of risk and builds in mitigation strategies. After discovery, Mitel creates and documents a detailed design and configuration for each system for the initial phase(s) of the rollout, including all the relevant design best practices and building in ways to avoid implementation risks. The design document includes: (1) the solution topology with the chosen resiliency option, and (2) the intelligent routing rules and configuration. The design will be ready to implement by Mitel s and/or partner s delivery team Note: Any project requirements for the underlying voice/ucc solution consulting and design services would need to be added to the project. For customers who need to create new IVR workflows, Multimedia workflows and/or Outbound campaigns, Mitel discover business process requirements, design and document workflows, and build workflow configurations for the Mitel Contact Center platform(s). s include all the relevant design best practices and build in ways to avoid poor customer experience. The workflow design will be ready to configure by Mitel s and/or partner s delivery team. IVR Routing s: Can include: announcements, menus, schedules, database integration, and many others. Multimedia s: Can include , SMS, chat and social media queues with schedules, database query, self-service (defined as configuring the environment to allow for performing selfmanagement in a workflow that does not include an agent). Agent s: Help your agents asking the right questions or providing relevant information when they handle a customer interaction. Outbound Campaigns: Choose from the multiple dialing technologies available. HIGHLIGHTS Build a solution baseline Identify gaps Get recommendations on improving or evolving your solution Rapidly frame out a solution that will meet customer s current and forecast needs Optimize customer solution value while protecting existing investments Avoid surprises Get a detailed blueprint for customer s solution rollout Apply advanced product features with confidence Implement with low technical risk Automate your workflows and campaigns with good customer experience Apply advanced product features with confidence Leverage Mitel s experience at developing 1000 s of workflows 6 CATALOG
9 Services for migrating customer contact center systems and workflows from legacy Mitel premise-based solutions to current Mitel technology with options to centralize, change the redundancy, and virtualize the solution. Services are also applicable to migrating from a Mitel premise solution to a Mitel Cloud solution whether it is public, private or hybrid. These services are particularly valuable to partners who need to leverage Mitel s technical skills on legacy platforms or who must migrate a higher than usual volume of customers. Migration services are applicable to partner codelivery as well as Mitel turnkey implementation projects. SERVICE OPTION DESCRIPTION HIGHLIGHTS Core Contact Center Upgrade / Migration Scripts Migration Mitel downloads the configuration of older existing contact center core system, upgrades the database to current release Mitel validates the configuration in the lab, cleaning up any errors, upload the new configurations, and offer day one support to the implementation team. Assumes implementation team will provide current database extract via FTP server, Mitel will install and configure the system upgrade including any changes to servers and sets Option to migrate to a new server or a virtual machine Retains historical reporting data and current configuration Like-for-like scripts are migrated from legacy scripts and systems to the current release of the Mitel Contact Center solution. Mitel extracts the scripts from the legacy system, translates, cleans up and reprograms them in the up to date system, validates the configuration, and provides customer / partner the new scripts. For customers with older contact center solutions who want to get back on to a supported release, modernize their communications, or to prepare for migrating to cloud. For partners looking for smooth migrations where the challenge of re-engineering their system is causing delays and may be turning off their customers. Evolve topology towards target For customers with older contact center technology that needs refreshing to take advantage of recently added product features. For partners who can upgrade the core system but need help with workflows migrations. Migrate to Cloud Similar to Upgrade services, Mitel migrates from an onpremises environment to a virtual machine-based cloud deployment. Applicable to medium and larger enterprises who need continuity of agent and customer experience, evolution of infrastructure, hands-off management, and simplicity. Move your premise customers to the cloud with no hassles Preserve customer experience, agent/automated workflows, integrations, and management processes 7 CATALOG
10 These services are for integrating with third party applications like CRM systems, WFM systems and reporting solutions, and for helping Mitel partners and customers develop custom interfaces and applications using Mitel Application Programming Interfaces (APIs) and Software Development Kits (SDKs). These services are particularly valuable to partners and customers who must integrate with third party systems and who need to leverage specialized technical skills on how to customize the use of Mitel technology. SERVICE OPTION Advanced Integration Integration Consulting Custom Reporting DESCRIPTION Mitel develops custom connectors that integrate the contact center with third-party applications like Customer Relationship Management (CRM) systems, Work Force Management (WFM), external call recorders, etc. Discovery, design and implementation services are required for custom integrations. Mitel Professional Services can provide consulting blocks of time in days where Mitel have no formal deliverables and the service is considered complete once the time is used up. Applicable to contact center solutions requiring custom integration and/or complex scripting, where a third-party development team need consulting support on use of the Mitel features. Assumes that the development work is performed by the customer. Should the built-in reports not match your expectations or should your contact center statistical data need to be integrated in your existing reporting tools, Mitel can create customized reports that include the key performance indicators that you define. HIGHLIGHTS Reduce call duration with screen pop from CRM Use your preferred WFM system to manage productivity Integrate with any thirdparty application Own the custom development because you can get insights, best practices and examples of how to use advanced functionality Get the metrics that are appropriate to monitor your business Have all your systems reporting into a single place 8 CATALOG
11 Mitel Implementation Services are for configuring features of Mitel platforms and workflows once the discovery, design and development work is complete. Mitel s Implementation team embody our 20 years of developing, deploying and supporting our technology for hundreds of customers and partners. Mitel include Project Management services as needed for larger and more complex projects to manage project and rollout risks, set clear stakeholder expectations, and ensure smooth execution. In the scenario where the partner is providing implementation services and Mitel is performing the discovery and design work, Mitel can augment the partner s team with technical leadership and/or configuration of advanced product features during more complex implementation projects. SERVICE OPTION DESCRIPTION HIGHLIGHTS Implementation Technical Leader Advanced Configuration Core Contact Center Implementation Scripts Implementation Services include leadership of weekly project meetings, validating that the solution is built as designed, identifying and driving technical issues to resolution with the extended project team and product vendors in the Mitel solution such as VMware, and updating the design documentation as needed. Applicable to any contact center solution with advanced features, scale, i.e., number or users and locations. During implementation projects where there are advanced features of Mitel solution, use these services to cover any of your needs such as: clustering, redundancy, and integration with UCC capabilities. Core mplementation services include installation of the most recent release of Mitel Contact Center, configuration with unique requirements from Core Discovery & Design stage, including real-time supervision and reporting. Use these services to implementation any type of script in the contact center. Either Mitel have already discovered and designed the workflows as a pre-requisite to this service, or the customer has provided an existing design that they want configured. Simplify and de-risk complex projects by having a single technical authority who can rapidly address any technical issues or unforeseen changes needed in the design before your deployment is delayed Leverage Mitel Services for the challenging parts of a project while you handle the standard implementation work Take advantage of Mitel's repeatable and predictable practice methodology for implementing the foundation of the contact center Leverage Mitel Services for the most advanced features of the product while you handle the standard implementation work 9 CATALOG
12 The Project objectives highlighted in the Figure below are to: 1. Upgrade from and old Mitel Contact Center solution to current release 2. Add IVR and Multimedia workflows 3. Integrate with a CRM Figure: Example Professional Services Project Objectives. The Professional Services selected for this project are shown in the Table below. Table: Mitel Professional Services for Example Project PROJECT STAGE SERVICE AREA SERVICE OPTIONS SOLUTION ALIGNMENT Discover & Design 2. Technical Consulting and Design 3. Migration Healthcheck Discovery & Design IVR & Multimedia Core Contact Center Upgrade/Migration All Core 4. Advanced Integrations Advanced Integration CRM Develop & Deploy 5. Implementation Core Contact Center Implementation Upgrade Scripts Implementation IVR & Multimedia Core
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