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Interactive Performance Consulting |
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Optimizer Offerings And Services
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Description of Offerings
Interactive Intelligence provides two consulting offerings to enhance the Customer’s knowledge of best practices in contact center workforce management (WFM) business operations. To ensure success with Interaction Optimizer’s configurable settings, we require that the individual leading the implementation be certified via the Interaction Optimizer Deployment course
The Interactive Performance Consultant will deliver on-site services to Customer’s workforce management leadership and operational management. Travel-related expenses will be billed separately at actual cost apart from fixed pricing. Description of services and fixed price are described below.
- Interaction Optimizer “Pathfinder” offering: This offering is for customers who are implementing workforce management (WFM) scheduling as a business practice for the first time. Services include hands-on training for WFM team, assessment of existing operational practices, set scheduling objectives and provide periodic review to establish continuous improvement process(es).
- Interaction Optimizer “Replacement” offering: This offering is for customers who have mature workforce management (WFM) scheduling practices, skilled staff and are replacing their current WFM technology with Interaction Optimizer.
Description of Services
The Interactive Performance Consulting offerings, “Pathfinder” and “Replacement”, have the following services in common. The only exception is the number of hours available during the Periodic Performance Review phase, which is directly related to the Customer’s WFM practices and experience.
- Preparation phase: Engage Customer’s project sponsor to plan Kick-Off event, set agenda and high-level goals, schedule Kick-Off event.
- Training phase: Consultant, Scheduling Administrator and Managers (optional) begin practical exercises in Interaction Optimizer’s IC container, implementation scheduling strategy defined in Requirements phase and create first production schedule.
- Technology Transition phase: Consultant will review Interaction Optimizer’s features, functionality and impact with Managers, Supervisors and Scheduling Administrators.
- Periodic Performance Review phase: Consultant will be available up to 90 days for ad hoc consultation after Technology Transition phase is complete. Number of hours varies according to offering selected, “Pathfinder” or “Replacement”. This will entail service level analysis and coaching on process improvement(s).
Consultant Deliverables and Pricing
Deliverables
- Introductory Conference call
- Kick-Off meeting
- Requirements workshop
- Training Practicum
- Technology transition to Customer’s WFM team
- Periodic Performance consultations as requested
Pricing
- 50% due upon signing of IPC contract
- 50% due upon completion of Technology Transition phase
- As stated, travel, food and lodging are billed separately at actual incurred cost apart from fixed pricing stated per offering above
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