Contact center implementations can be deployed using different strategies based on the requirements and the kind of implementation. Some of these implementation strategies are as below
  • Big Bang
  • Phased or Pilot or Incremental
  • Parallel

Big Bang

In this kind of deployment strategy, all the users move from one system to another at the same time on a given date. Some best practices are followed to make sure the process is seamless
  • The cutover date will be planned for a weekend
  • All pre-deployment (preparation, communication, UAT, SIT etc) and post-deployment (Smoke testing, regression, manual configurations etc) activities are performed during this cutover time
  • Old System will still be available but in read-only more.
This deployment strategy has its own advantages and disadvantages and may not be suitable for all the requirements. Advantages
  • Only one system at a given point of time for resources to work with
  • Everyone moves to the new system on the same day
  • Shortens implementation time.
  • Lower costs.
  • Training is needed on how to use the new system which is not a big change.
  • No confusion on what is going in and what is not as everything moves at the same time to the new system.
Disadvantages
  1. High risk
  2. Many things can go wrong
  3. Small things can be overlooked as everyone involved is in rush.
  4. The learning curve is involved to understand the new system which may lead to issues if not properly learned.
  5. Failures in one system can cascade to other parts of the system
  6. Testing may not be efficient.
  7. Performance and Productivity may degrade till every resource gets adjusted to the new system.
Scenarios where this can be considered
  • A small organization will less budget wants to replace their old system with a robust new system.
  • For a Single site or single business unit implementations

PHAsed OR pilot or incremental

In this kind of deployment strategy, small changes are made over an extended period of time and predefined planned entities will be moved as a phase. The rollout can be planned by Geography, Business Unit or Location. Advantages
  • Moderate Risk
  • Employees get time to learn the new System
  • Testing can be planned efficiently and effectively
  • Any cosmetic to small issues can be ball parked and worked on in upcoming releases.
  • Any feedback can be incorporated into this approach in the upcoming releases.
  • An early decision to go no go can be done.
Disadvantages
  • A full implementation can take multiple phases and consume a huge amount of time.
  • Training may become difficult as this is complex and confusing.
  • Getting back to the old system becomes very difficult if required.
  • A state of continuous change may be disruptive in some scenarios.
  • Temporary bridges may be needed between old and new system so that the work continues.
Scenarios where this can be considered
  • Implementations involving multi-site or multiple business units.

PARallel

In this approach, old and new systems will run in parallel and users get a chance to learn the new system while working on the old system. Once all the requirements are met, the switch will be made. Advantages
  • Least Risk
  • users learn new systems while working on the comfortable old system.
  • It is slower than a big bang but faster than the phased rollout
Disadvantages
  • Higher costs as both new and old systems need to be maintained for some time till the new system and resources are mature.
  • Longer implementation time compared to Big Bang approach
  • Users may have to work on the same tasks on two different systems which is a pain and time-consuming,
  • The staff has an option so they may ignore the new system.
Scenarios where this can be considered
  • A larger organization with a huge number of transactions and a huge amount of data wants to move from legacy to a cloud system

CONSIDERATIONS

  • Does the implementation cover a single site or multiple sites
  • Does the implementation covers a single business unit or multiple business units
  • Level or risk that is acceptable
  • Budget available
  • Bandwidth available
  • Influence of regulatory, compliance, acquisitions, new products introduction, and expenditure on the approach being taken.
 

Leave a Reply

Your email address will not be published. Required fields are marked *