19 Sep PROJECT TOPIC: Establishment of Cloud-based Interactive Voice Response

PROJECT TOPIC: Establishment of Cloud-based Interactive Voice Response

Introduction

In the recent past, many businesses have adopted technology in their business processes to enable them to attain efficiency that will contribute to these businesses’ competitive advantages against their industry rivals. One way through which companies have attained efficiency in their business processes is through the use of cloud computing. The provision of computing services virtually through an internet-based cloud helps the company be flexible and creates reliability for such companies. 

An Interactive Voice Response is a customer service technology that enables the apt answering of customers’ frequently asked questions throughout the day and night and transfers call to available agents where there is a need for a detailed explanation. A cloud-based IVR system is one that relies on virtualization techniques like server virtualization. This system is projected to have numerous advantages for the company. As such, conclusions from the last executive meeting tasked the IT team with the responsibility of setting up a cloud-based IVR system in the company. 

DESCRIPTION OF THE PROJECT 

Purpose 

The purpose of this project is to introduce an automated interactive voice response over the cloud. This project will ensure that customer service needs are taken care of without draining the team. With the implementation of this project, the customer services team will be left with more time to work on other essential customer relations management, thus improving the workforce’s productivity. This project also covers the training of all the teams on the operation of the IVR system. 

Measurable Objectives and Related Success Criteria

This project aims to develop an automated customer interaction system to improve the efficiency of customer services in the company. The success of this project will be measured in two ways. First, the improved customer satisfaction levels with the company will be evaluated. High levels of customer satisfaction will mean that the project is successful. Second, the project will be measured on the efficacy of its use by the customer relations and marketing teams. Because the project deliverables entail training of the staff, effective use will determine this project’s success. 

High-level requirements

This project requires the infrastructure needed to set up the IVR system. Besides, we need cloud service provision with desktop virtualization, server virtualization, and a hypervisor with a complete database and nodes.

High-level project description, boundaries, and critical variables

This project is an establishment of a cloud-based IVR system. The project requires cloud servers and databases that will contain all customized information about the company. Most of the information will include customers frequently asked questions. The system will be used by the marketing team and the customer relations team. Other services offered by the cloud service providers will be used to exploit the IVR system further. The project also entails training of the marketing and customer service teams on the use of IVR systems. 

Project Risks

This project is a relatively new technology, and as such, there is limited knowledge from my team. This may lead to risks of underestimation of the resources needed to set up this system, both human and monetary resources (PMBOK guide, 2017). We are also likely to face a risk of regulations by the government. Americans with Disabilities Act mandates for all telecommunication services to have incorporated ways people with disabilities can use them. We face a risk of regulation on this basis.

Summary of Scheduled Milestones

The project is divided into three phases. The first phase entails the gathering of information and analyzing it. This will help us understand the needs of the trams and incorporate it into our design. This will take two weeks. The next phase then involves prototyping designs, assessment, and picking and designing the best prototype. This phase also includes the introduction of the design to a few members to identify loopholes. This phase will take six weeks. The final phase, which will take two weeks, will include training the teams to use this system.

Resources and Key Stakeholder list

The budget allocated for this project should cover a project team comprising of three information technology analysts, eight developers, project managers, and the infrastructure needed to set up the system. Key stakeholders in this project are the executive team, sales team, IT team, customers, and the customer relations team. All of these stakeholders should be involved in designing the deliverable and critiquing its efficacy.

Project exit Criteria

Upon completing the infrastructure and training of the sales and customer relations teams, the project will be terminated (Atson, 2019). The effective use of the systems and statistics on impr5oved customer satisfaction levels will be used as auditing materials two months after determining any corrections to be made on the project.

References