Talkative-Mitel Deployment Process Overview

Talkative-Mitel Deployment Process Overview

This document outlines the deployment responsibilities, deliverables, and timelines for Talkative’s Customer Success team, Mitel Channel Partners, and end customers to ensure an efficient and smooth deployment.

This is valid for all Mitel deployments on MiCC Business and MiCC Enterprise, whether you have contracted through Mitel directly or via a Mitel channel partner.

Overall Project Timeline: Typically, the overall deployment process takes approximately 3-6 weeks from initiation to being ready to go-live, depending on complexity and customer resource availability. Key factors affecting timelines:

• Customer-specific chatbot integration work - if the AI chatbot is integrating into bespoke 3rd party systems, this development time can add to the project duration.

• Business readiness - the most common factor with delays is the business needing to align internally with other projects. We recommend that Talkative-Mitel project timelines be given the appropriate internal focus and priority to ensure a fast deployment.

Key Parties: 

• Talkative: you will have access to an implementation expert during the process.

• Customer: you should allocate at least one key point of contact to coordinate resources from your side.

• Mitel and/or Mitel channel partner: responsible for overall project management, and for integration work required on the Mitel system.

Deployment Steps

1. Kick off call

A quick 30-minute call to align on objectives, timelines, and key responsibilities. Let’s review your project plan and answer any questions to ensure we’re off to a great start. If any SoWs have been provided, these should be used at this meeting. Talkative sales will also attend the meeting to ensure a smooth handover.

2. Set up 

Talkative will provision your environment straight after (or before) the kick off call. There are three main areas of set up:

i) General platform set up: guidance/support from Talkative, but recommended that customer self-serves the majority.

ii) AI voice/chat bot set up: guidance/support from Talkative, but recommended that customer self-serves the majority.

iii) Mitel integration: Mitel/partner has responsibility, works in collaboration with Talkative.

3. Training 

Conducted by Talkative in collaboration with the customer.

(Mitel/partner needs to have provided training on MiCC Ignite).

4. Testing/UAT

To be completed by customer, with support from Talkative and Mitel/partner.

5. Readiness review

This is the final step before you go live! All parties will confirm everything is set up and ready. It’s important to complete all tasks before this session.

5. Go live / cutover

Priority support from Talkative and Mitel/partner on the day.

6. Project review 

After a short amount of time, there will be a formal review of the solution and its deployment. This is your chance to share feedback, celebrate wins, and identify opportunities to optimize your experience.

7. Ongoing customer success

Once live, we will continue to share best practices, hold review sessions, and introduce new features/functionality to help you get the most out of the solution.

Typical Deployment Action Items:

(Responsibility listed below is primary owner. All parties should expect to collaborate on every point. Talkative will support on every point.)

Basic System Set Up:

• System provisioning (30 minutes) - Talkative responsibility. 

• Add users (30 minutes) – 1 by 1, CSV upload, or SSO - Customer responsibility.

• Configure Business Hours (5 minutes) - Customer responsibility.

AI Configuration:

• Add website and documentation into knowledge base (2 hours) - Customer responsibility.

• Configure messaging flows (2 hours) - Customer responsibility.

• Configure voice flows (2 hours) - Customer responsibility.

• Configure 3rd party actions/fulfilment (1-5 days) - Talkative/customer responsibility.

Website Integration:

• Add scripts to the website (1 hour)

• Configure and design widget (1 hour)

Mitel Configuration:

• MiCC Open Media routing integration (1-2 days) - Mitel/Partner responsibility.

• Voice AI integration (1-2 days) - Mitel/Partner responsibility.

Other:

• Social media integrations: 

  • Facebook (30 mins, self-serve)

  • SMS (1-2 weeks, depending on regional compliance Talkative assistance required)

  • WhatsApp (4-10 weeks, Talkative assistance required) 

• Analytics & bulletins customizations (30 mins) 

• Supervisor dashboard customizations (30 mins)

1. Talkative Responsibilities

Deliverables:

• Provisioning of Talkative platform access.

• Technical setup and integration guidance.

• Product training and onboarding.

• Post-deployment support and monitoring. 

Steps Required:

• Assign a Customer Success Manager (CSM) for project oversight.

• Schedule and lead a kickoff meeting with reseller and customer.

• Support the customer to configure the Talkative platform tailored to the customer's environment.

• Conduct product training sessions.

• Provide ongoing support through testing and quality assurance.

• Ensure smooth go-live and post-deployment monitoring.

Timelines:

• Kickoff meeting invitation: Within 2 business days from project initiation.

• Platform access and initial configuration: Within 2 business days from project initiation.

• Platform configuration complete: 1-2 weeks, involves collaboration with customer.

• Training: Typically delivered within the first 14 days, timelines dictated by customer.

• Testing and go-live support.

2. Mitel/Partner Responsibilities

Deliverables:

• Project management and coordination.

• Schedule and lead a kickoff meeting with Talkative and customer.

• Act as the primary liaison between Talkative and customer.

• Clearly communicate customer requirements and expectations.

• Ensure availability of customer resources for deployment activities.

• Provide support for Mitel integration.

Steps Required:

• Communicate and document customer requirements and expectations.

• Confirm availability of customer resources ahead of deployment.

• Coordinate and facilitate Mitel integration activities as needed.

Timelines:

• Customer requirement gathering: Prior to project kickoff.

• Resource availability confirmation: Before technical setup.

• Integration support: Continuous through deployment phase as required.

3. Customer Responsibilities

Deliverables:

• Provide access to necessary systems and relevant personnel.

• Allocate internal resources for integration support and training.

• Configure relevant areas of the Talkative platform (with Talkative support).

• Active participation in all training and onboarding sessions.

• Complete testing and sign-off on deployment.

Steps Required:

• Appoint an internal deployment project lead.

• Grant Talkative required access to relevant systems.

• Ensure dedicated resources are available for integration, training, and support activities.

• Actively participate in scheduled training sessions.

• Conduct thorough testing and provide sign-off on final deployment.

• Coordinate go-live timings.

Timelines:

• Designation of project lead: Before kickoff meeting.

• System access and resource allocation: Before technical setup.

• Training participation: As scheduled.

• Final testing and sign-off: 3-5 business days after training completion.