Discussion
Telrock will meet with your team to understand the potential challenges and opportunities in working together. Generally, we will spend an initial 1-2 hours to ask questions, listen; assessing commercial and technical viability. If not at the meeting, soon after, we'll confirm how our technology might be able to help.
Business Case Artifacts
Following consensus between the parties that there may be a strong proposition, Telrock will provide you with a personalised business case and technical structure documentation to support progressing your discussions internally.
Design
Following your agreement to proceed with a project, Telrock will assign a PM and Commercial Account Director. We apply both, as technical projects without commercial direction can result in bad results for both parties.
Implementation & UAT
Telrock will install the agreed application with client design requirements in its secure application hosting centre. Following this full User Acceptance Testing will be carried out internally and with the client to ensure the services are ready to be moved into a production environment.
Training
Should your implementation be exposed to contact centre teams, Telrock will provide training and workshops to ensure staff are fully educated on using the new technology and are armed with the correct knowledge in terms of helping customers adopt.
Telrock also provides training to your service administrators in terms of using the Telrock service management and configuration portal. Additionally we provide training to business administrators with regards to our analytics and reporting portal to ensure that KPIs are being achieved.
Hosting of Applications
Telrock software applications are provided as managed services from the Telrock PCI certified EMEA data site in London (Telehouse). This primary site is supported by a fully redundant DR site in Manchester UK. For US clients, Telrock has a replication of this hosting environment in New York for Primary and Oklahoma for DR. Since 2005 Telrock Data Sites have been audited by Total Systems Inc (www.tsys.com)
Telrock are fully compliant with TSYS information security standards and are ISO27001 Registered.