Implementation Services

CMC offers a range of services that go beyond deployment and cover the entire product lifecycle, helping you plan, implement, integrate, and operate your Impact 360 solutions efficiently, in a way that’s practical for your business.

  • We can do more than just get your software up and running. Our experienced consultants offer guidance to help you leverage it effectively within the context of your specific operations, as well as make informed decisions about a wide range of areas that can impact efficiency, effectiveness, and profitability, such as business practices and processes, employee skills, industry and government regulations, and data collection and analysis.
  • Benefit from a Proven, Phased Approach
  • CMC consultants have a detailed knowledge of contact centers, best practices, and the processes associated with implementing the Impact 360 Workforce Optimization Suite. Our implementation methodology comprises distinct phases that involve different functions and people within your organization:
  • Scope

    we’ll get started by examining your business and technical requirements, defining criteria for project success, and identifying risks. As part of this activity, we may outline an overall implementation strategy to define expectations, helping us determine the resources required to implement your Impact 360 solution. We’ll finalize the statement of work, define hardware requirements, and create a high-level solution design. Upon your approval, we’ll commence with the next phase of implementation.


    Initiate

    this phase marks the transition of your project from our sales team to our professional services group. To oversee your implementation, we’ll assign a project manager who will work with your organization’s project manager, business and IT representatives, and other internal stakeholders to establish timelines in accordance with the statement of work. Our team will use this information to develop a high-level project plan. We’ll also provide your team with site readiness checklists to prepare for system installation.


    Design

    During this phase, the CMC project manager and our technical and application consultants will work with your internal project manager, IT and business representatives, and other stakeholders to finalize the solution design and confirm that the hardware, cabling, network, and resources at your site are in place for implementation. Upon completion of the readiness assessment, the project plan will be finalized, clearing the way for deployment.


    Execute

    this phase involves installing, configuring, integrating, and testing your Impact 360 solution. Installation is performed by one of our technical consultants and may be conducted remotely or on site. Our project manager and consultants will work with your internal project manager, end users (including system administrators), and IT representatives to provide the knowledge transfer required to operate your solution. We’ll also deliver site documentation detailing the architecture and components of your Impact 360 solution to facilitate the transition from our Professional Services team to Customer Support.

    To help your team administer and operate your solution, CMC offers in-depth training developed by expert technical instructors and curriculum developers. Our training includes different delivery methods, such as traditional classroom training at our global training centers, on-site training, virtual classroom learning delivered online, and self-paced eLearning.

    Through training and application consulting, we work closely with you to implement a solution that reflects the specific needs of your business.


    Optimize

    after your system is deployed, our business consultants will provide you with best practices to help you fully leverage it. The CMC project manager will conduct a wrap-up meeting with your team to transition your account to Customer Support, marking the official conclusion of implementation. Your completed project documentation will be given to Customer Support, who will provide you with ongoing assistance as defined in your support and maintenance agreement. Congratulations — and welcome to our global family of customers!


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