UCaaS Project Step By Step Part 9 - Support and Innovation

Posted by John Teeling on Oct 11, 2018

Step 9 - Support & Innovation

This blog series has just about run its natural course. I have talked about my experiences and thoughts regarding best practices for the UCaaS or CCaaS Projects that many organizations undertake or are thinking about undertaking in the future as they update their business-critical systems and infrastructure.  

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 8 - Hand-off to Support

Posted by John Teeling on Sep 18, 2018

Step 8 - Hand-off to Support

My blog series has now led us to this point: our project has gone live and is performing as expected. At this point, someone usually raises the question of transitioning the project to support. 

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 7 - Installment

Posted by John Teeling on Aug 23, 2018

Step 7 - Installment

In my previous blog posts about UCaaS project topics, we covered all the required steps to plan, provision, deliver, test and train. This installment will cover the all-important go-live step. This is when we prove that all the work has been done correctly as we take the solution live in the production environment. In theory, this should be a routine event with no drama or unexpected outcomes. We say that because of the preparation and testing that gave you the confidence to go-live in the first place.

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

Expert ShoreTel Premise Support is Still a Thing!

Posted by lantelligence on Jul 24, 2018

Digital transformation doesn't happen overnight

When Mitel acquired ShoreTel in 2017, they inherited not only a great premise solution but also a market-leading true multi-instance cloud solution. These solutions also shared a software platform, which made them unique in the market as they were the only solutions to allow customers to run a hybrid cloud solution with the same user experience. Additionally, Mitel had to take on board over 35,000 ShoreTel Premise customers and over 600 ShoreTel partners who provide technical support for those customers.

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Tags: Mitel, UCaaS

UCaaS Project Step By Step Part 6 - Training

Posted by John Teeling on Jul 12, 2018

Step 6 - Training

We can probably all look back on a project we were involved in either as a customer or a provider that was well defined, built exactly to the requirements, thoroughly tested, and still had a rocky go-live period. What went wrong? The most likely suspect is a poorly thought out or executed training plan.

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 5 - Testing

Posted by John Teeling on Jun 6, 2018

Step 5 - Testing

In our blog series, there has been a lot of emphasis on attention to detail and setting up a project that is steeped in “tried and true” project management fundamentals. We are now at the point where we have worked with the customer to ensure that we captured their requirements to the best of our ability. We’ve designed and developed a solution with the customer’s approval. Finally, we’ve had our implementation team provision and deliver that design to specifications. Now comes the final piece – testing – to ensure that what we provisioned and delivered functions to the manufacturer’s specifications.

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 4 - Provisioning & Delivery

Posted by John Teeling on May 15, 2018

Step 4 - Provisioning & Delivery

Up to this point in our blog series, we have primarily been talking about the initial steps for getting a project off to a successful start from an administrative and design perspective. With this segment, we cover assembling the items needed to build and deploy a UCaaS Project to the customer’s specifications.   

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 3 - Solution Design

Posted by John Teeling on Apr 13, 2018

Step 3 - The Solution Design

In our blog series, we pretty much have the prerequisites out of the way, and it is time to start executing for the customer.  When it comes to a design, that means taking the project requirements as defined by the customer, performing data collection (using templates) and creating a design document with the results of that data collection.  

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 2 - Kick-off Call

Posted by John Teeling on Mar 15, 2018

Step 2 - The Kick-off Call

In the first topic of the series, I talked about the critical role that project management plays in the success (and sometimes failure) of a project. In this edition, I am going to talk about the Kick-off Call and what it takes to get a UCaaS project off to a good start, thus setting the tone for the rest of the project. I know some of this is fairly basic, however, teams effectively execute when the basics are done well.

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience

UCaaS Project Step By Step - Part 1

Posted by John Teeling on Mar 1, 2018

Step 1 - Project Management

This 9-part blog series explores 9 different phases of the UCaaS project, ranging from best practices for the kick-off call through the provisioning and delivery phases of a project and to the point where you will take the project live and ultimately transition to support. 

Find all 9 steps of UCaaS project HERE

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Tags: UCaaS, Customer Experience