Our Process

We are technology experts, with more than 200 years of combined experience in building, deploying, maintaining and supporting contact center infrastructure and applications. With years of professional experience comes wisdom not only in the technology, but also in the process. The PSS PSO team follows a time-tested process that consistently generates the best possible outcome – projects done on time and on budget.

Following is a brief outline of our stages and what customers can expect along the way. This proven process helps ensure that we consistently deliver high quality work and mitigate risk for both of us along the way.

Discovery Phase
Finalize Technical Scope
Identify All Business & Technical Requirements

• User Requirements
• Current Application Review
• System Interfaces & Integration

Project Planning

• Team Structure
• Tasks, Dependencies, and Schedule
• Communications
• Key Risks & Mitigation Planning

Implementation Plan Signoff

Design Phase
Architectural Design

• System Architecture
• System Integration to Current Infrastructure (PBX, Network, CTI, Predictive Dialing, etc.)
• Hardware/Software Procurement and Scheduling
• Back End and Web Services Interfaces

Application Design

• Persona & Audio Design
• Dialog Design
• Application Design
• Iterative Usability Testing

Design Signoff

Develop, Implement Phase

• System Integration & Interfaces
• Persona & Audio Production
• Grammar Development
• Application Development
• Unit Testing
• Test Plan & Test Scripts

Test Plan Signoff

Test, Deployment Phase

• Application Testing
• Recognition & Traversal Tests
• Evaluative Usability Testing
• Integration Testing
• User Acceptance Testing

User Acceptance Test (UAT) Signoff

• Production Rollout Planning
• Pilot Monitoring & Tuning
• Partial Migration & Monitoring
• Full Migration & Cutover
• System Training
• Post Deployment Tuning
• Post Rollout Monitoring

System Application Acceptance
Transition to Post Production Systems & Applications Support