Business Requirements¶
Objectives¶
The business requirements phase establishes the strategic foundation for migration by:
- Documenting current infrastructure - Creating a detailed inventory of contact center configurations and workflows
- Capturing business requirements - Defining future-state vision aligned with organizational goals
- Assessing technical readiness - Evaluating network infrastructure and technical dependencies
- Identifying capability gaps - Comparing current Avaya features with desired Cisco WxCC capabilities
- Establishing success metrics - Defining measurable KPIs to track migration outcomes
Business Requirements Document (BRD)¶
A formal BRD serves as the project's north star, documenting:
Current State Analysis¶
Pain Points Documentation: - Hardware scalability limitations preventing business growth - Complex patching and upgrade cycles causing operational overhead - Decentralized reporting limiting visibility and insights - Lack of AI and digital channel support reducing customer experience quality - Multiple vendor dependencies increasing costs and complexity - Legacy IVR complexity frustrating customers - Limited remote work capabilities for agents
Existing Capabilities Audit: - Current contact center capacity and utilization - Agent productivity metrics and trends - Channel mix and volume distribution - Integration points with existing systems - Reporting and analytics capabilities
Future State Vision¶
Strategic Objectives: - Cost Reduction - Eliminate hardware maintenance and reduce operational expenses - Scalability - Enable elastic capacity to handle demand fluctuations - Modernization - Adopt AI, omnichannel, and cloud-native capabilities - Remote Work Enablement - Support distributed workforce models - Customer Experience Enhancement - Reduce wait times and improve resolution rates
Must-Have Capabilities for Cisco WxCC:
Omnichannel Support - Voice (inbound and outbound) - Email management and routing - Live chat and messaging - SMS and WhatsApp integration - Social media engagement (Facebook, Twitter) - Unified agent desktop across all channels
AI-Powered Features - Virtual agents for self-service automation - Conversational IVR with natural language understanding - Predictive routing based on customer context and intent - Real-time agent assist and next-best-action recommendations - Sentiment analysis and emotion detection
Integration Requirements - Native CRM connectivity (Salesforce, Dynamics, ServiceNow) - Workforce management (WFM) integration - Quality management systems - Knowledge base integration - Ticketing and case management systems
Analytics & Reporting - Real-time dashboards for supervisors - Historical reporting and trend analysis - Custom report builder - Predictive analytics for forecasting - Agent performance tracking
Stakeholder Approvals: - Executive sponsor sign-off on strategic objectives - IT approval on technical requirements - Finance approval on budget and ROI projections - Compliance approval on security and regulatory requirements - Operations approval on functional requirements
Stakeholder Interviews¶
Structured interviews capture diverse perspectives and requirements across the organization.
Interview Participants¶
IT Infrastructure Leads - Focus: Network capacity, security, integrations - Key Questions: - Current infrastructure topology and capacity - Security policies and compliance requirements - Integration architecture and APIs - Disaster recovery and business continuity plans
Finance & Operations Heads - Focus: Budget, ROI, operational efficiency - Key Questions: - Current total cost of ownership (TCO) - Expected ROI timeline and metrics - Operational cost reduction targets - Resource allocation and staffing plans
Contact Center Managers & Supervisors - Focus: Agent workflows, performance, customer experience - Key Questions: - Current pain points in daily operations - Agent productivity challenges - Reporting and visibility needs - Training and change management concerns
CRM & Application Owners - Focus: System integrations and data flow - Key Questions: - Existing integration points and dependencies - Data synchronization requirements - Screen pop and CTI functionality - Custom application needs
Interview Goals¶
The interviews aim to capture:
- Migration Drivers - Why migrate now? What business outcomes are expected?
- Success Criteria - What defines a successful migration?
- Risk Concerns - What keeps stakeholders awake at night?
- Timeline Expectations - What are the business pressures and deadlines?
- Budget Constraints - What are the financial boundaries?
- Change Impact - How will this affect users, agents, and customers?
Key Migration Drivers Identified¶
Common themes from stakeholder interviews typically include:
- Cost Reduction - Eliminating hardware refresh cycles and maintenance costs
- Scalability Limitations - Unable to handle seasonal peaks or business growth
- Lack of Digital Channels - Customers demanding chat, SMS, and social media support
- Remote Work Challenges - Difficulty supporting work-from-home agents
- Reporting Gaps - Limited real-time visibility and predictive analytics
- Integration Complexity - Multiple point-to-point integrations difficult to maintain
- Customer Experience Issues - Long wait times, inefficient routing, poor self-service
Future-State Vision Definition¶
Based on stakeholder input and business objectives, define the target state:
Core Capabilities Matrix¶
| Capability | Current State (Avaya) | Target State (WxCC) | Business Impact |
|---|---|---|---|
| Voice Routing | Static ACD queues | AI-powered predictive routing | Reduced wait times, improved FCR |
| Self-Service | Menu-driven DTMF IVR | Conversational AI with NLU | Higher containment, better CX |
| Digital Channels | None or limited | Full omnichannel | Meet customer preferences |
| Agent Desktop | Siloed applications | Unified workspace | Improved productivity |
| Analytics | Batch reports | Real-time dashboards | Faster decision-making |
| Scalability | Hardware-bound | Elastic cloud | Handle growth seamlessly |
| Integrations | Custom CTI middleware | Native cloud connectors | Reduced complexity and cost |
Success Metrics Definition¶
Establish clear, measurable outcomes:
Customer Experience Metrics - Customer Satisfaction (CSAT) improvement: +10 points - Net Promoter Score (NPS) increase: +15 points - Average Wait Time reduction: -30% - Self-Service Containment increase: +20%
Operational Metrics - Average Handle Time (AHT) reduction: -10-15% - First Contact Resolution (FCR) improvement: +5-10% - Agent Utilization increase: +10% - Platform Availability: ≥99.99%
Business Metrics - Total Cost of Ownership (TCO) reduction: -25% over 3 years - Digital Channel Adoption: ≥30% of total interactions - Time to deploy new features: -50% - Agent turnover reduction: -15%
Business Requirements Traceability¶
All requirements should be:
- Documented - Captured in the BRD with clear descriptions
- Prioritized - Ranked as Critical, High, Medium, or Low
- Traceable - Linked to specific WxCC features and capabilities
- Measurable - Associated with validation criteria
- Approved - Signed off by appropriate stakeholders
This ensures every requirement is addressed during design and validated post-implementation.