Implementation Services

  • Technical projects, whether just adding some new functionality or having a full solution implementation, can be complicated.  There are requirements to gather, resources to schedule, status communications to send out.  All of this is occurring while you are under the microscope in your organization,  trying to learn the new technology and keep to a budget and timeline.
Go-Live should be a celebration, not a surprise party.
Production deployment, aka “go-live” should be a relief, not a time for surprises.   Now is not the time to discover that end-users are confused about the new technology.  That the integration to your core systems is not behaving as you thought it would.  That no phones are ringing in that department everyone  forgot about.  Now is definitely not the time to have a post-“go-live” punch list longer than your arm.
Are your IT and Business teams involved from Day 1 of a new project? 
When starting a new implementation project, do you have guidance on best practices for leveraging the new technology?  Rather than recreating your legacy technology as your business is now, does your implementation partner help you design and optimize your solution to align with the strategic direction of your company?
Before going live, are all levels of your organization comfortable with the new technology?  Have they had time to work with it and give feedback?  Do they have quick reference guides for the first few days of ”go-live”?
On the first day of ”go-live”, is your management comfortable with the tools available to monitor and report on their teams?  Do the legacy metrics seamlessly transition to the new solution?
During the implementation process, do all stakeholders understand the current status of the project, as well as their next steps? 
Before you place new technology into the production environment, is your IT team familiar with the configuration and basic troubleshooting for the system?  Do they work in concert with your implementation partner to function as a help desk during deployment?  Does your partner project team remain engaged until post-“go-live” issues are resolved?
Do you have the resources available to focus on a large implementation project without negatively affecting your day-to-day operations?
How MNET Can Help
Our team of experienced Project Managers, Business Analysts, Developers and Engineers have literally hundreds of implementations under their belts.  They understand not only how to install and configure software, but also how to seamlessly integrate to your other systems and help your team with change management for your organization. 
Coupled with our Advisory Services team, we can help you throughout the entire process:  from selecting the best solution for your needs through helping you get the most out of your deployed solution.
Do you have the resources available to focus on a large implementation project without negatively affecting your day-to-day operations?
Integrated Customer Communication Strategies
From helping you evaluate and select the best technology that meets your business needs to aligning the communications channels critical for your customers, we help you create a customer communications solution that provides a compelling customer experience and seamless customer journey.  We can help you realize the potential of truly “omni-channel” experience for your customers, including voice, text, chat, email, social media, digital marketing and website optimization.
Organizational Change Management
Our team will partner with your stakeholders to build a roadmap and process to help you manage change to your organization to get the most from the exciting new contact center technologies.  We identify opportunities for training and knowledge sharing, and develop communications and training materials so that your organization not only adopts the new technology, but users become fans of it.
Implementation Services
With our strong, proprietary methodology, our MNET Implementation Services team will install, configure and deploy your new customer communications solution.  We provide a team of Project Managers, Business Analysts, Developers, Network Engineers, Testing Specialists and Trainers to complement the expertise and institutional knowledge only our clients can provide.  On Day 1 of the project, we provide advice on configuring you contact center applications to get the most from “out of the box” functionality, guided by industry best practices for implementing omni-channel communication platforms.  Our expertise working with and developing integrations for artificial intelligence “virtual agents,” post call analytics, workforce management, and other, strategic third-party applications is second to none in the contact center industry.
In addition to requirements documentation and design, our methodology include continuous training for your team members responsible for the day-to-day administration of the solution, as well as end-user training for the entire organization.  We provide additional role-based courses for staff management and data services.

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