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ACME Contact Center Modernization

ACME-GC-2026-002 · ACME Industries

Project overview

Project: ACME Contact Center Modernization

Manager: Jordan Patel

Project ID: ACME-GC-2026-002

Overall status: On Track

Tech lead: Taylor Smith

Current gate (primary): Gate 0: Pre-Sales and Kickoff Preparation

Delivery manager: Morgan Lee

Active parallel gates: (none)

SOW briefing

[SAMPLE DATA] Fictional demo SOW governance briefing. Not a real customer engagement.

SOW: SOW-ACME-2026-002 - ACME Contact Center Modernization

Complexity: High Complexity Contact Center Modernization

SOW Summary

Gate 0 Deal Review for a high-complexity contact center modernization. Fixed price professional services engagement over approximately eight months. Multi-phase Genesys Cloud implementation for 1,200 agents across Sales, Service, and Support lines of business on Voice, Email, Web Messaging, and Callback. Cloud telephony readiness required. CRM screen-pop and data lookup integration, workforce engagement management readiness review, and quality management reporting alignment. Migration from legacy contact center platform with phased rollout by line of business. Value realization and adoption tracking included.

Scope highlights

Fixed price professional services engagement
Estimated duration: approximately 8 months
Multi-phase Genesys Cloud implementation
1,200 agents across Sales, Service, and Support lines of business
Voice, Email, Web Messaging, and Callback
Cloud telephony readiness required
CRM screen-pop and data lookup integration
Workforce engagement management readiness review
Quality management reporting alignment
Migration from legacy contact center platform
Phased rollout by line of business
Value realization and adoption tracking included
Multi-LOB implementation with several operational dependencies
Routing design and queue structure must be validated early
Legacy call flow simplification may affect scope
Email routing and web messaging ownership must be confirmed
CRM lookup and screen-pop design may require customer technical readiness
UAT planning may be complex because multiple business groups are involved
Cutover sequencing must be managed carefully across phases

Top risks

Legacy flow consolidation may take longer than expected
Business units may have different routing and reporting requirements
CRM integration ownership may be unclear
Customer telephony readiness may affect schedule
UAT participation may be inconsistent across lines of business
Phased rollout may require more coordination than currently assumed
Reporting expectations may exceed baseline scope

Gate 0 action focus

Confirm Delivery Manager and Tech Lead assignments
Review SOW assumptions and exclusions
Validate high-level architecture and integration assumptions
Confirm customer readiness contacts
Identify routing, reporting, and integration risks
Open initial risk log
Confirm Gate 1 kickoff readiness

Risk and scope analysis

Scope highlights

Fixed price professional services engagement
Estimated duration: approximately 8 months
Multi-phase Genesys Cloud implementation
1,200 agents across Sales, Service, and Support lines of business
Voice, Email, Web Messaging, and Callback
Cloud telephony readiness required
CRM screen-pop and data lookup integration
Workforce engagement management readiness review
Quality management reporting alignment
Migration from legacy contact center platform
Phased rollout by line of business
Value realization and adoption tracking included
Multi-LOB implementation with several operational dependencies
Routing design and queue structure must be validated early
Legacy call flow simplification may affect scope
Email routing and web messaging ownership must be confirmed
CRM lookup and screen-pop design may require customer technical readiness
UAT planning may be complex because multiple business groups are involved
Cutover sequencing must be managed carefully across phases

Risk highlights

Legacy flow consolidation may take longer than expected
Business units may have different routing and reporting requirements
CRM integration ownership may be unclear
Customer telephony readiness may affect schedule
UAT participation may be inconsistent across lines of business
Phased rollout may require more coordination than currently assumed
Reporting expectations may exceed baseline scope

Margin protection areas

Margin protection areas

Additional custom routing logic
Additional CRM data actions or screen-pop complexity
Expanded UAT support
Extra cutover events
Additional reporting dashboards
Delays caused by customer readiness gaps
Scope expansion during adoption and value realization discussions

Executive tech lead focus

Protect routing and integration scope
Confirm customer technical readiness
Identify customer-owned dependencies early
Prevent premature Discovery kickoff
Keep phased rollout assumptions visible

Immediate 7-day action plan

Immediate 7-day action plan (Gate 0)

Confirm Delivery Manager and Tech Lead assignments
Review SOW assumptions and exclusions
Validate high-level architecture and integration assumptions
Confirm customer readiness contacts
Identify routing, reporting, and integration risks
Open initial risk log
Confirm Gate 1 kickoff readiness

SOW extraction: sample/extracted_from_attachment:acme_sow_gate0.md

AI review metadata

Analysis method: rule_based