Call Center FAQs

Q: How does implementation differ from enablement?
A: Implementation gets the inContact system up and running and configured to your needs. Enablement ensures that your contact center is ready to go live, has a successful go live, and is thriving with the software going forward.
 

Q: When can I go live?
A: Your new software solution will usually be up and running within 60 days, but we’ll work with you to determine the best time to go live in your environment. We also offer expedited deployments when needed.

Q: What if I have special telecom needs?
A: Early in the process, we’ll work together to develop a plan that addresses your specific telecom requirements. Our engineering team can handle a myriad of connectivity options, from the simplest to the most complex situations. Connectivity generally has its own timing, and it will be a key component of the project plan from the start.

Q: What comes included in the implementation fee?
A: You can choose a variety of different implementation packages to best fulfill your needs. The packages are well defined to let you know exactly what you are getting.
You’ll have access to:

• A dedicated implementation consultant who will walk you through all the requirement gathering, configuration and testing to ensure your application is created with supportability and sustainability in mind.
• Web-based coaching to facilitate the training of your agents, including a live Q&A to address any other concerns.
• A member of our enablement team onsite for your deployment.

Q: Can I get new local telephone and toll-free numbers?
A: Yes. Your implementation consultant will walk you through the necessary steps.

Q: How am I billed for the initial setup fee?
A: It varies from contract to contract. Ask your implementation consultant for details pertaining to your particular situation.

Q: What if the scope changes during our implementation?
A: Once you have agreed to the scope of your project with your sales representative, our team will work toward that goal. In the event of a significant change in the scope, you and your salesperson will renegotiate the setup fee as appropriate.

Q: What options do you have for training?
A: We have many options available, ranging from Web-based eLearning to in-person sessions at our location or yours. Speak with your sales representative, implementation consultant or client services team member for information on options and pricing.

Q: Do I need to RespOrg my toll-free numbers to inContact?
A: Yes. inContact is a RespOrg (Responsible Organization) and will handle the management of your toll-free numbers across our network.

Q: Do I need to port my local numbers to inContact?
A: Yes. inContact will handle the management of your local numbers across our network.

Q: Who is my main point of contact for questions during the implementation?
A: You’ll have a dedicated implementation consultant who will be your main point of contact throughout the implementation.

Q: Who is my main point of contact after we go live?
A: A member of our client services team will be introduced to you during the implementation kick-off meeting to ensure a smooth transition, and this person will serve as your main point of contact going forward.

Q: How do I monitor the progress of our implementation?
A: We’ll set up key milestones that will clearly be communicated to you, so you can keep tabs on progress as we go. These milestones include: Kick Off, Configuration Complete, Training Complete, Testing Complete and Go-Live.