Microsoft certified Contact Centre on one page...
?? Chris Goodwill
?? Microsoft MVP - Industry expert on native and integrated Microsoft Contact Centres ??
Some time ago?Tim Russell?shared the most excellent article in which he had put together a one page summary for Microsoft Teams - see link in first comment, make sure you check this out.
Working with clients on Contact Centre as a Service (CCaaS) solutions, it made me think that capturing the moving parts and topics we talk to customers about when discovering, planning and deploying CCaaS, thought it might be useful for peers and organisations thinking of changing their platforms.
So attached mind map which I have produced using the MindMeister App - which I highly recommend, in the Teams App store by the way - no doubt there may be elements I have missed and certainly the topics are shifting as new technology and capabilities arise in the CCaaS marketplace.
Anyways enjoy...hope it helps someone. If you want the pdf you can find it here:
Converged Comms Cloud Solution Architect | UK Government Industry Lead
1 年Chris Goodwill this is a great post! This cover everything I tell my customers to consider when it comes to documenting their requirements. Requirements, requirements, requirements are so important before any investment in a contact centre solution as well as leveraging Microsoft Teams, 365 and the platform platform as much as possible to get as much return on investment from the Microsoft licensing and agreements. The only things missing, which are worth I think are missing are priority based routing, payment services and compliance also conversational IVR. Reporting is a topic itself in terms of the cradle to grave journey as well as supervision.
I ?? B2B Brand & Demand Marketing
1 年Great read Chris Goodwill!