Below are some of the recent projects that I have worked on either as Technical lead for delivery or for Presales or in a lot of cases both.
This particular project isn’t recent as can be seen by the date! However I have included it here because it has remained as a very fond memory for me for several reasons.
I was a member of the tender response preparation team and I still remember the huge amount of effort that went into it including lots of late nights. When we were awarded the contract I felt very proud to have been a member of the team that put the response together.
I was then given the job of Genesys technical lead for the project. The project was to deliver Genesys Inbound Voice, Standard Reporting, Custom Softphone, Digital Voice Recording, a Fax solution, Genesys Email and Genesys Workforce Management. It was my first start to finish sizable Genesys project and it went so well that many people within Damovo talked about it as one of their most successful projects. The Account Manager actually ended up recommending me to the PS Manager at UCMS Solutions where I ended up working a year or so later.
Genesys Solutions: Inbound Voice, Multimedia (Email), Workforce Management, Standard Reporting
Key Responsibilites: Tender Response, Discovery Meetings and Solution Design, Genesys Build, Routing Strategy development, Reporting, Client Acceptance Testing, Training
Database Server: Microsoft SQL Server 2000
Telephony Switch: Telstra Hosted DMS 100
This was a relatively small but busy Contact Centre. I was responsible for the complete delivery of this project from Discovery and Design through to Acceptance testing and cutover.
The project included the delivery of Genesys Inbound Voice, Custom softphone, Standard Reporting and the Genesys Email solution.
Genesys Solutions: Inbound Voice, Multimedia (Email), Standard Reporting
Key Responsibilites: Discovery Meetings and Solution Design, Genesys Build, Routing Strategy development, Reporting, Client Acceptance Testing, Training
Database Server: Microsoft SQL Server 2000
Telephony Switch: Alcatel
This was a large multi-site Contact Centre deployment involving Genesys High Availability, Genesys Inbound Voice, Genesys Voice Platform (GVP), Custom Softphone, Aspect WFM Integration, Standard Reporting and Infomart. I was a member of a small team that worked on the deployment of this project spending most of my time working on the Routing Strategies, Standard and Custom reporting including extensive Infomart query development.
One of the challenges of the project was to configure the solution components (routing strategy, softphone and statistic definitions) to provide accurate data to Aspect WFM in line with the specific requirements of the business / workforce planning practises. This was a challenge which we successfully met much to the delight of the customer.
I was also responsible for the preparation of the Genesys responses for the successful Tender response.
Genesys Solutions: High Availability, Inbound Voice, Standard Reporting, Custom Reporting, Infomart
Key Responsibilites: RFT Response, Discovery Meetings, Genesys Build, GVP Deployment, Routing Strategy development, Reporting, Infomart, Client Acceptance Testing, Training
Database Server: Microsoft SQL Server
Telephony Switch: Alcatel OmniPCX
I was the Technical Lead for this project responsible for deploying a High Availability, multi-site Genesys Contact Centre. The solution included Genesys Inbound Voice, Standard Reporting, Genesys Voice Platform and a Custom Softphone.
As the Technical Lead for this project I was responsible for running the discovery workshops, determining and documenting the Solution Design, deploying the software, building the routing strategies, developing all custom reporting, coordinating the custom softphone development and customer acceptance testing and cutover. The main challenges with this project was the extensive custom reporting provided through the Genesys Datamart via a custom, purpose built Excel workbook. The custom reporting included the ability to capture and report on a half dozen different agent metrics by Queue which needed to be carefully planned and tested from the Routing Strategies, through the custom softphone and into the Datamart.
Genesys Solutions: Inbound Voice, High Availability, Genesys Voice Platform, Standard Reporting, Custom Reporting
Key Responsibilites: Discovery Meetings and Solution Design, Genesys Build, Routing Strategy development, Reporting, Client Acceptance Testing, Training
Database Server: Microsoft SQL Server
Telephony Switch: Alcatel OmniPCX
I was particularly proud of the role that I played in winning this contract. The presales process was relatively lengthy and included an RFI and RFP for both of which I was responsible for providing the Genesys responses. The final stage of the presales process was a Genesys demonstration and presentation which I designed and delivered and which we were told was one of the main factors in our selection for the contract.
I was the Technical Lead for this project responsible for deploying a High Availability, multi-site Genesys Contact Centre on CISCO Call Manager. The solution included Genesys Inbound Voice, Standard and Custom Reporting, Custom Softphone, WFM, Genesys Infomart and Interactive Insights.
As the Technical Lead for this project I was responsible for running the discovery workshops, determining and documenting the Solution Design, deploying the software, building the routing strategies, developing all custom reporting, coordinating the custom softphone development and customer acceptance testing and cutover.
The project was quite enjoyable to deliver because of some of the interesting functionality requested for the routing strategy including Last Agent Routing and Net Promoter Score (NPS) functionality with corresponding reporting (eg: an Infomart query to determine all instances where an agent was shown the call needed to be surveyed and the agent did not transfer to the NPS IVR).
Standard Historical reporting from Datamart was provided through my Excel Datamart Reporting Tool. There was also quite a few custom Excel based reporting workbooks created to cover reporting on Wrap Codes, Custom Infomart Queries, Last Agent Routing and Net Promoter Score.
Genesys Solutions: Inbound Voice, High Availability, Standard Reporting, Custom Reporting, WFM, Infomart and Interactive Insights
Key Responsibilites: RFI Response, RFP Response, Genesys Demonstration and Presentation, Discovery Meetings and Solution Design, Genesys Build, Routing Strategy development, Reporting, Client Acceptance Testing, Training
Database Server: Microsoft SQL Server 2008
Telephony Switch: CISCO Call Manager