Metrica’s professional services package includes the following services for successful implementation and on-going maintenance.

Consulting : Assessment of the existing IT infrastructure, processes, support systems, MIS tools and people resources.

Requirement Analysis : Analysis of reports, workflows and customization requirements of stakeholders of various functions in the contact center

Solution Design : Solution design based on the requirements defined.

Project Management : Project management includes installation, customization, Training and handing over of the project.

The installation of the solution includes :

• Installation of Metrica’s software, databases and other software
• Installation of adapters for all the identified contact center systems
• Activation of standard reports

Customization of the solution includes :

• Development of adapters for customer’s proprietary databases, CRM and other MIS tools.
• Development of custom reports as agreed in the solution design phase
• Development of new modules and features as per requirements captured in the solution design phase
• Ongoing support : Flexible support packages are available to ensure 24/7 operations