Stakeholder Mapping¶
Overview¶
Effective stakeholder management is critical to migration success. This section identifies key stakeholders, their roles, responsibilities, and engagement strategies throughout the project lifecycle.
Stakeholder Roles & Responsibilities¶
| Role | Department | Responsibility | Engagement Level |
|---|---|---|---|
| Project Sponsor | CX / Digital Transformation | Strategic alignment, funding approval, executive support | High - Weekly updates |
| IT Infrastructure Lead | IT | Network readiness, SBC configuration, WAN optimization | High - Daily during implementation |
| Contact Center Operations Manager | Operations | Agent workflows, queue design, SLA management | High - Daily during design & testing |
| CRM Administrator | IT / CRM | Data migration, integration configuration, system connectivity | Medium - As needed |
| Security & Compliance Officer | InfoSec | Data protection, audit requirements, compliance frameworks | Medium - Key milestones |
| Business Unit Leaders | Executive Management | CX vision, ROI targets, KPI alignment | Medium - Monthly updates |
| Network Administrator | IT / Infrastructure | Bandwidth provisioning, QoS, firewall rules | High - During network prep |
| Application Support Team | IT | Integration testing, troubleshooting, post-launch support | Medium - During testing & launch |
| Training & Change Manager | HR / Operations | Agent training, communication, adoption tracking | High - Pre-launch & post-launch |
| Finance Manager | Finance | Budget tracking, cost approval, ROI analysis | Low - Milestone reviews |
| Vendor / Partner Team | Cisco Partner / SI | Solution design, implementation, best practices | High - Throughout project |
Stakeholder Workshop Framework¶
Structured workshops ensure comprehensive requirements gathering and stakeholder alignment.
Workshop 1: Business & Strategy Alignment¶
Participants: Project Sponsor, Business Leaders, Operations Manager
Duration: 2-3 hours
Objectives:
- Define strategic vision and business outcomes
- Review business case and ROI expectations
- Align on project scope and timeline
- Identify critical success factors
Key Deliverables: - Strategic objectives document - Project charter approval - High-level timeline and milestones
Workshop 2: Technical Discovery¶
Participants: IT Infrastructure Lead, Network Admin, Application Support
Duration: 4-6 hours
Objectives:
- Document current Avaya architecture
- Assess network capacity and readiness
- Identify integration points and dependencies
- Review security and compliance requirements
Key Deliverables: - Technical inventory documentation - Network assessment report - Integration requirements matrix - Security and compliance checklist
Workshop 3: Operational Design¶
Participants: Contact Center Operations Manager, Supervisors, CRM Admin
Duration: 3-4 hours
Objectives:
- Document current agent workflows and processes
- Capture queue configurations and routing logic
- Define reporting and analytics requirements
- Identify pain points and improvement opportunities
Key Deliverables: - Process flow documentation - Queue and routing requirements - Reporting requirements document - User experience improvement list
Workshop 4: Customer Journey Mapping¶
Participants: Operations Manager, Business Leaders, CX Team
Duration: 2-3 hours
Objectives:
- Map end-to-end customer journeys
- Identify friction points and improvement opportunities
- Define omnichannel engagement strategy
- Prioritize AI and automation use cases
Key Deliverables: - Customer journey maps - Omnichannel strategy document - AI/automation opportunity list - Self-service enhancement roadmap
Workshop 5: Change Management & Training¶
Participants: Training Manager, Operations Manager, HR
Duration: 2 hours
Objectives:
- Assess change readiness and impact
- Define training requirements by role
- Create communication strategy
- Establish success metrics for adoption
Key Deliverables: - Change impact assessment - Training plan by role - Communication calendar - Adoption tracking framework
Stakeholder Engagement Activities¶
Discovery Phase Activities¶
IT Infrastructure Team: - Conduct network assessment and bandwidth analysis - Document current hardware and software inventory - Review security policies and compliance requirements - Assess integration architecture and APIs
Contact Center Operations: - Provide current call flow documentation - Share agent skill matrices and team structures - Review queue configurations and SLA targets - Identify operational pain points and requirements
CRM & Integration Owners: - Document existing integration touchpoints - Share data flow diagrams and API specifications - Review screen pop and CTI functionality - Identify custom application dependencies
Security & Compliance: - Review data protection and privacy requirements - Assess compliance frameworks (GDPR, PCI, HIPAA) - Define audit and logging requirements - Establish access control policies
Communication & Reporting¶
Executive Steering Committee: - Frequency: Monthly - Format: Executive dashboard and presentation - Content: Progress updates, risks/issues, budget status, milestone achievements
Project Working Group: - Frequency: Weekly - Format: Working session and status update - Content: Task progress, blockers, decisions needed, upcoming activities
Technical Team Sync: - Frequency: Daily (during active implementation) - Format: Standup meeting - Content: Daily progress, technical issues, coordination needs
Stakeholder Newsletters: - Frequency: Bi-weekly - Format: Email update - Content: Project highlights, milestones, upcoming changes, FAQs
RACI Matrix¶
Define clear accountability for key project activities:
| Activity | Project Sponsor | IT Lead | Operations Manager | Partner Team | Security Officer |
|---|---|---|---|---|---|
| Requirements Gathering | C | R | R | A | I |
| Solution Design | I | C | C | R | C |
| Network Preparation | I | R | I | A | C |
| System Configuration | I | C | C | R | C |
| Integration Development | I | R | I | R | C |
| Security Review | I | C | I | C | R |
| Testing & Validation | I | C | R | A | C |
| Training Delivery | I | I | R | A | I |
| Cutover Execution | A | R | R | R | C |
| Post-Launch Support | I | R | R | A | I |
Legend: - R = Responsible (does the work) - A = Accountable (final approval) - C = Consulted (provides input) - I = Informed (kept updated)
Stakeholder Risk Management¶
Risk Categories¶
Executive Support Risk - Risk: Lack of sustained executive sponsorship - Mitigation: Regular steering committee meetings, clear ROI tracking
Resource Availability Risk - Risk: Key stakeholders unavailable during critical phases - Mitigation: Resource commitment agreements, backup contacts
Requirement Alignment Risk - Risk: Conflicting requirements across stakeholder groups - Mitigation: Prioritization framework, steering committee escalation
Change Resistance Risk - Risk: Stakeholders resistant to new processes/technology - Mitigation: Change management program, early engagement, training
Success Factors¶
Effective stakeholder management requires:
✅ Clear Communication - Regular, transparent updates across all levels
✅ Defined Accountability - RACI clarity for all activities
✅ Active Engagement - Stakeholders involved at appropriate touchpoints
✅ Rapid Escalation - Clear path for issue resolution
✅ Change Leadership - Visible executive support and advocacy
✅ Feedback Loops - Mechanisms to capture and address concerns