ABSTRACT
This chapter defines the roles and responsibilities of the contract consultant in relationship to the firm utilizing this type of resource. It provides a methodology to capture a computer telephony integration (CTI) system migration analysis. The ultimate objective of the CTI system migration analysis is to identify where the client is and to correctly map where the client wants to go. The scope of work outlines the requirements for a CTI system migration analysis defining the timeframes and deliverables from the client perspective. The consultant should diligently determine the names, titles, and roles of all the players during the initial phases of discovery discussions. The key issues targeted are information players versus authority players from both the distributor layer and the client layer. Once the client background has been explored, the consultant is now in a position to delve into the current call center environment.
