Systems Analysis Implementation Stage

Paper Summary:

This paper explains that the major activities in a software project for a call center are coding, testing, installation, documentation, training, and support . This paper explains the way the use of repeatable processes can improve each activity. The paper describes the needs in terms of software of a call center.

From the Paper:

"In a call center business process reengineering project, redeveloped software is not always necessary. Sometimes just redesigning work flows and utilizing better off-the-shelf software resolves all of the problem issues. However, most commercial call center software tends to be either technically inadequate less robust than the company needs or too generic to use given the company's specific business. In the case of a company that wants to develop its own call center software, a full-scale system development project will follow the systems analysis phase and ..."

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