Minimum 300 or higher concurrent agents (i.e., 300+ agents logged in at the same time daily).
Includes the following as part of the AVAYA Migration to AWS:
Baseline Network Assessment to support Amazon Connect/Symbee CCaaS
End to End Design, Documentation and Deployment of existing Voice Contact Flow configurations:
IVR Design
Prompting (Recordings)
Routing Profiles (i.e., Agent ID’s)
Queues (i.e., Skills and Skill levels)
Agents (i.e., Contact Center Agents)
Telco Migration:
Standard porting for DID and Toll-Free numbers to Amazon Connect
Temporary Call-Forwarding option available to expedite AVAYA migration (as required)
End to End Design, Documentation and Deployment of Reporting (i.e., AVAYA BCMS and/or CMS):
Realtime Reporting
Historical Reporting
Custom Reporting
Report review required to determine scope of custom reports. Additional ProServices cost will be required based on complexity of report(s).
Integration into the following WEM Solutions:
The customer must have the correct licensing and ProServices from the WEM provider to configure the WEM solution already deployed with AVAYA. Symbee is NOT responsible for the core WEM solution.
Symbee will configure the AWS/Amazon Connect integration into the existing WEM provider:
Calabrio
Verint
Other 3rd Party required to have an Amazon Connect integration
Training:
Train the Trainer provided for the following:
Agent Training 2 Hours
Supervisor Training 2 Hours
System Administration:
Amazon Connect 4 Hours
Symbee 4 Hours
Performed by Symbee based on approved design
User Acceptance Testing (UAT):
Reporting Training:
Administration
System Integration Testing (SIT):
Performed by Symbee based on approved design
Performed by Customer
Go Live Support:
User Acceptance Testing (UAT):
Performed by Customer
Viewer Training 4 Hours
Editor Training 8 hours
Symbee will support up to (2) Go Live Events for this migration effort off of AVAYA
Symbee will support customer for up to 5 business days Post Go Live