CTI/IVR(Business Analysis)Development

Tags:
Call Centers
Data analysis
I am new to Business Analyst role for Call Center and have a tough boss. She has assigned me to develop business requirements all alone on the CTI/IVR project for a telecom organization (our client). Unfortunately I don't even know how to start. Neither any helping material is available in our organization nor I have enough prodcut knowledge to develop Business Requirement Document. Any help in this regard would be much appreciated. naveed@backoffice-solutions.com

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I suggest you quit worrying about product knowledge and focus on BUSINESS requirements. My guess is that this project supports the customer relation department for a telecom company, so based on that I would look at what the business requirements for that. For example, simple self serve capability for customers (IVR aspect), ease of access between self serve and assisted service (CTI aspect), or back and forth between the two.

Key resources for getting the information include discussion with the business managers. Stay focused on business, and move away from too much discussion of solutions. Budget/cost issues are legitimate, and if there is a strong need to take advantage of or interact with legacy systems that are out of scope for the project, these too are business requirements. Make sure you get the experts on these systems identified so that technical requirements can be determined later.

Don’t forget the users – typically agents. They will have unique perspectives on what parts of their job are most important and what their tasks consist of. Again, its the business aspect rather than the technical aspect you are concerned with.

In short, your job is to clearly define the what (with priorities). Leave the how to the technologists.

Best of luck with your project!

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  • Micjones
    You'll find help at these two links: http://jiludwig.com and http://www.usdoj.gov/jmd/irm/lifecycle/table.htm. The first has tons of links related to managing requirements and includes several links to sites with sample templates for documentation purposes. The latter illustrates methods for creating an application from conception to disposition. I believe you'll find chapters 5 and 6 most helpful.
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  • Jurist
    Allow me to compliment khilving below on the outstanding reply. You would do well to follow the advice in khilving's message. I work in Tier 4 complex solution support of custom integrations for CTI/IVR in large contact centers. Remember you are on a quest to describe what makes your client's business successful and what information would help them improve their processes. You do not have to design a fully integrated call center converged telephony and data center. That will all come after your work. Unfortunately you don't have documentation to help you. You will have to be resourceful and personable to win the open and frank discussion of those who can share crucial information with you about the business rules that make the call center successful. I recommend reading Dale Carnegie's "How to Win Friends and Influence People." (8^) I have been in your situation before. The disadvantage is that you have to chart your own path. The advantage is that your work will be groundbreaking. Take a LOT of notes along the way. Use visual tools to describe your work to your tough boss and to confirm with your client that you accurately and correctly understand them.
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