Teleopti WFM Implementation Scope of Work

Transcription

1 Teleopti WFM Implementation Scope of Work Agents 1 Overview This Statement of Work (SOW) specifies the standard scope of work Teleopti (its representative hereafter referred as Vendor ) will follow for implementing Teleopti WFM Cloud when a customer (its representative hereafter referred as Customer ) purchases implementation services through Cisco SolutionsPlus (Cisco Product ID: TO-SOW ). Any changes to the SOW will be controlled by a change request and will be documented in numbered SOW versions. 2 Service Term The term of this SOW will commence on the Order Form Effective Date, and Vendor shall complete the Professional Services Implementation in a timeline agreed with Customer during the planning and discovery phase. The completion date will be agreed at sign-off of the Project Start Phase (Project Definition see Section 7). 3 Location Vendor shall provide Professional Services at one, single location. Site location will be agreed at sign-off of the Project Start Phase (Project Definition see Section 7). Workshops are to be delivered on Site Location and Installation/Integration work to be completed remotely, unless otherwise noted. 4 Description of Services The goal of this SOW is the installation and implementation of Licensed Software licensed by Vendor to Customer pursuant to the Order Form: Teleopti WFM ("Teleopti WFM''). In completing the Professional Services, Vendor shall execute five (5) phases; each "Phase" referred to in Section 7. The Teleopti WFM implementation when referred to within this SOW includes agreed and licensed modules; Base, Notify, Lifestyle. Customer Integrations Requirements (refer Section 5). Author Carlos Muñoz Phone carlos.munoz@teleopti.com Web Support servicedesk@teleopti.com

2 5 Pre-requisites Reference Documentation See reference document System Requirements at See reference document Teleopti WFM Prerequisites for CTI integrations in the Cloud See reference document Teleopti WFM - Cisco UCCE and PCCE pre-requisites and information.pdf 6 Technical Scope Single Teleopti WFM suite installation in a multi-tenant instance hosted in Microsoft Azure Cloud Teleopti WFM modules; Base, Notify, Lifestyle One (1) historical data integration to ACD referenced in section 5, Pre-requisites, Reference Documentation One (1) real-time data integration to ACD referenced in section 5, Pre-requisites, Reference Documentation Up to 1000 Teleopti WFM Named Agent Licenses Two (2) Super User Licenses Teleopti AB is the sole owner of this document. All rights reserved Page 1

3 6.1 System Design 7 Description of Professional Services Please note that the process described below concerns the Production environment of Teleopti WFM and doesn t include any Test environment. Teleopti AB is the sole owner of this document. All rights reserved Page 2

4 7.1 Phase 1 Project Start Phase Project Planning Project Kick-off WFM Discovery Session Technical Discovery Session Vendor shall in collaboration with CUSTOMER develop a Project Definition document that serves as a comprehensive project plan that defines: a) the timeline, activities, milestones and possible project risks; b) the objectives and scope; c) the roles and responsibilities of the Parties; d) the project management process (communication plan and change control process); Vendor shall lead a kick-off meeting with CUSTOMER Project Team that covers the topics in the Project Definition. a) roles of each of the Parties and relevant team members; b) review of the Phases; c) project timeline d) identify Site Location Vendor shall lead a Discovery Session with Customer workforce planners and key WFM users to gather functional requirements for the system in order to prepare for configuration, training and testing. Vendor shall lead a Technical Discovery Session with Customer technical project resources to define technical requirements in order to prepare for the Solution and Integration Design, installation work, integration work and testing. 7.2 Phase 2 Installation and Integration Phase Project Definition document WFM Discovery Document Technical Discovery document Confirmation Prerequisites for Cloud Installation Tech meeting with project team to confirm that all tech requirements are in place for the Cloud Installation at both Parties. Technical Discovery document filled and confirmed Teleopti AB is the sole owner of this document. All rights reserved Page 3

5 Confirmation Prerequisites for set up of Integrations Set up of Cloud environment Tech meeting with project team to confirm that all tech requirements are in place for the set-up of integrations at both Parties. Also includes integrations/exports made by CUSTOMER. Vendor set up a cloud instance in Microsoft Azure environment for the CUSTOMER and deploys with current Vendor WFM version. Technical Discovery document filled and confirmed Vendor WFM Cloud Service prepared Verify Vendor WFM access Installation Integration CUSTOMER to verify access to Vendor WFM Cloud Service. Vendor shall install, design and partition the Customer environment in Vendor s MS Azure platform. Vendor shall integrate with existing interfaces within the Technical Scope; ref section 5. Vendor WFM access confirmed Remote Installation Remote Integration Testing of Vendor WFM Cloud service Integration Test IT Handover Handover to Service Desk Joint testing with CUSTOMER of the test access to Vendor WFM Cloud Service. Joint testing with CUSTOMER to verify that all integrations are running as expected. Vendor shall provide technical review and documentation to the CUSTOMER IT team regarding Vendor WFM Service. Vendor shall, in preparation for Go Live, update Vendor Service Desk about the completion of the Cloud Installation and Integration project and direct CUSTOMER to the standard support processes. Verified Vendor WFM Verified integrations Technical Handover Document Remote Service Desk Support according to agreement 7.3 Phase 3 Configuration and Training Phase Functionality Acceptance Test CUSTOMER and Vendor will jointly conduct the Functionality Acceptance test to ensure functionality are met according to Vendor WFM Functional Acceptance. Functionality Acceptance Teleopti AB is the sole owner of this document. All rights reserved Page 4

6 Workshop 1 Workshop 2 Vendor shall lead workshop with Customer s key workforce planners and WFM users at Customer Location to provide training and initiate configuration of the Licensed Software, covering following modules; (a) Options & Permissions (b) Forecasting (c) People (d) Scheduling Using Customer s installed instance of the Licensed Software Vendor shall lead workshop with Customer key workforce planners and WFM users at Customer Location to provide training and initiate configuration of the Licensed Software, covering the following modules; (a) Adherence (b) Intraday management (c) Reporting and analytics Using Customer s installed instance of the Licensed Software On-site Training Five (5) days On-site Training Four (4) days 7.4 Phase 4 Deployment Handover to Service Desk Vendor shall in preparation for Go Live set up Service Desk support and inform Customer of Teleopti Service Desk processes. Teleopti Service Desk will provide Customer with a welcome letter containing all required information for support and maintenance. Any open issues or tickets will be handed over to Service Desk for follow up and resolution. 7.5 Phase 5 Project Sign-off Service Desk Welcome Letter Project Sign Off Acceptance of Project Definition delivery completion. Project Sign-off Teleopti AB is the sole owner of this document. All rights reserved Page 5

7 8 Roles and Responsibilities for Teleopti staff Project Manager a) Will manage and govern the entire implementation from Vendor s point of view b) Will be a single point of contact for Customer during implementation c) Will be a coordinate all activities and resources with the Customer counterpart d) Will document and communicate all activities to the Project team e) Will report to and escalate any project issues to the appointed Steering Committee with members from both Vendor and Customer s management teams WFM Consultants / Trainers a) Will plan and execute the WFM Discovery Workshop to gather functional requirements for the configuration of Teleopti WFM b) Will plan and execute the training/configuration workshops Technical Consultants a) Will plan and execute the Technical Discovery sessions to gather technical requirements for the install, integration and testing of the Teleopti Cloud and WFM solution b) Will develop Solution and Integration Design for the installation and integration work and testing. The document will be updated for the handover purposes to Teleopti Service Desk and Customer s IT Support c) Will install and enable the instance of Teleopti WFM in MS Azure d) Will design and build integrations to ACDs specified in the Customer s Integrations Requirements (refer section 5) 9 Activities & Budget Estimated time requirement for the implementation is listed below. Please note that the activities below are done remotely if nothing else is stated. Advanced (Base + Lifestyle + Notify) Project management Project meetings Project planning Project administration Teleopti WFM Installation Technical discovery and pre-requisites validation Teleopti WFM installation and test of functioning PS days 4 1 Teleopti AB is the sole owner of this document. All rights reserved Page 6

8 Historical Connector installation and Historical data integration 3 Technical installation and setup of data collection Validation of data collection RTA connector installation and Real Time Adherence integration 4 Technical installation and setup of integration Test and validation of integration Workshops / training (WFM team) 9* Two Workshops/training 4 days on-site for both (two trips required) o Configuration of Teleopti WFM with basic design o Hands on use of Teleopti WFM for project team o Workshop follow-up (remote sessions) Functionality test Support during project 2 Teleopti WFM remote user support Teleopti support with Go-Live Total days 23 * Training of team leaders, agents and other staff apart from WFM-team is not included. WFM team is the group of super users responsible for the planning and administration of resources in Teleopti WFM. 10 Travel and Expenses Travel and Expense Cost: Included ins fixed SOW. 11 Assumptions Teleopti has made following assumptions for this SOW: a) Customer will provide any required hardware to specifications detailed in Teleopti Pre-Requisites documents in Attachments Section 5 and in accordance with the Project Timeline agreed between Project Managers from both parties b) Customer will ensure all 3rd party licensing and connectors are in place to facilitate integration. c) Vendor will install and configure one (1) instance of the Teleopti WFM Licensed Software. d) Vendor will conduct Training and Configuration Workshops at one (1) CUSTOMER Locations e) Customer will provide project resources that are knowledgeable and available to ensure quality and delivery objectives are met. The following CUSTOMER resources will be available for delivery of this SOW: 1. Steering committee representatives for governance, acceptance and escalation 2. Project Manager as a single point of contact for the Teleopti Project Manager throughout the project and SOW delivery Teleopti AB is the sole owner of this document. All rights reserved Page 7

9 3. WFM planners with knowledge of CUSTOMER operations and set up, able to provide information for system configuration and participate in training sessions 4. Technical resources with knowledge of CUSTOMER infrastructure and integrations, able to provide information for the Teleopti WFM Solution Design, installation, integration and be able to participate in testing and IT Handover. f) Customer will provide meeting rooms and equipment such as laptops with network connectivity and projectors for the workshops, training sessions and meetings g) All Vendor deliverables will be completed in Vendor templates which can be provided and discussed at kick off. h) Customer will provide feedback on Vendor deliverables in one review cycle before acceptance of deliverable documents to achieve progress and keep to timelines. i) Customer IT to provide one (1) year of call center usage data for establishing a base line for seasonal usage and requirements forecasting. Vendor will provide the format in which to receive the data for import. j) Customer will provide an agent inventory. Vendor will provide Customer with the requirements, form and format for the agent inventory. k) Status update meetings and project communication will be handled remotely via , web conference and telephone to minimize travel cost and time spent on travel l) Customer will train its supervisors in the TEAM module and agents in the MY TIME module. m) Customer will limit changes to technical environment and affected systems during the implementation to avoid re-work and delay to the project delivery n) Customer will limit changes to WFM teams and staff during the implementation to avoid loss of knowledge and expertise during the critical roll-out period Teleopti AB is the sole owner of this document. All rights reserved Page 8