BRAXTEL PROJECT MANAGEMENT PROCESS 1) Acceptance of Order Acceptance of quotation and placement of order 2) Project Planning •Define and introduce the project management team •Qualify and document business goals and objectives •Analyse current business technology environment •Define and document all requirements for bespoke call routing & integration with backend business processes 3) Project Statement Of Works (SOW) •Using information gathered, produce a detailed project Statement Of Works (SOW) •Define project schedule •Define areas of responsibilities •Present SOW to client and other interested parties (3rd party vendors that may integrally be involved) 4) Project passed to Professional Services (PS) •Order necessary equipment •PS team contact and liase with any 3rd party companies required to perform integration with back office systems •Generation of required call flows 5) Staging & Factory Acceptance Testing •Install hardware & load software on customers server •Configure system to specifications defined in SOW •Test working configuration •Test integration with live backend systems (Remote access required) •Customer invited to attend Factory Acceptance Test (FAT) 6) Implementation •Installation team attend site and perform a Site Acceptance Test (SAT) •Equipment delivered to site •Installation of server, agent & supervisor software •Agent & supervisor training •Customer Acceptance Test (CAT) 7) Cut Over and Go Live •System taking, making & routing live calls to agents •Installation team remain on site for hand holding /handover period •Project sign off & completion