Series: Contact center enablement
Prepare for enablement
Take some time to clarify what PureCloud includes and understand the scope of the enablement project.
Discuss the following questions with your team:
- Why did the organization purchase PureCloud? What was the business case? How will the company measure the return on this investment?
- Who are the project stakeholders associated with each aspect of PureCloud? For example, who handles people management? Who designs the IVR?
- Who is the core project team that manages the project calendar and milestones, communicates progress, removes roadblocks, and manages the day-to-day requirements of any new technology adoption? See Identify critical project roles and responsibilities.
Take the following actions before moving forward:
|Preparation||Assigned to||Complete date|
|Review the Genesys contract, licenses purchased, and the Service Enablement QuickStart offerings. Make a succinct list for your internal project team members that clearly states what functionality you purchased, the scope of Service Enablement, and any exclusions.|
|Keep a running list of questions and concerns about the contract, QuickStart offerings, implementation, or anything else related to the purchase or implementation. Track who you share your questions with, response/resolution status, and outcome. This helps your Genesys Enablement Lead gather the answers to questions across internal resources (Sales, Development, Service Enablement, Support).|
|Schedule a “clean slate” product demonstration to cover the functionality you purchased so project team members have a clear understanding about what to implement.|