Phase 1 produces a contact center architecture shortlist and decision for the organization. This phase will guide you through the following activities:
- Define the project by outlining the organization’s vision and mission statements. Couple these with the expected business benefits for measuring successful implementation.
- Narrow down architectures to generate a high-level overview of which architecture is more likely to be right-sized for your organization.
- Analyze potential architectures from your shortlist. Discuss their benefits and limitations to ensure informed decision making.
- Choose an architecture, noting how each potential limitation could be resolved or mitigated by the organization.