CXCXA two-week readiness plan covering training, Greenway EMR/CRM integration, AI-assisted inbound intake, bilingual staffing, and QA/reporting build — from contract kickoff to go-live.
This plan is reworked from SatCom CX's standard launch framework to fit an inbound patient scheduling and prescription-refill queue — not an outbound sales campaign. Every workstream below reflects the client's stated priorities: real-time Greenway integration, bilingual coverage, low turnover, and consistent compliance-script adherence.
Client process discovery (Day 1-2) → curriculum build (Day 3-4) → agent classroom training (Day 6-7) → call shadowing (Day 8).
Greenway EMR/CRM sandbox access, inbound queue/IVR build, AI intake configuration, bilingual routing, and compliance-script build — all targeted for Days 2-4.
Live KPI dashboards (service level, AHT, FCR, ACW) and a compliance-script scoring rubric, built alongside real-time Greenway data validation (Day 5).
→ No items are complete yet — this plan begins at contract execution.
Contracts, process discovery, and the core technical build: Greenway integration, inbound queue/IVR, AI intake, bilingual routing, and compliance scripting.
| # | Workstream | Item | Owner | Status | Target |
|---|---|---|---|---|---|
| 1 | Commercial | Project PO issued | Healthcare Client | Open | Day 1 |
| 2 | Commercial | MSA executed | Sajan / Erick | Open | Day 1 |
| 3 | Commercial | SOW sign-off | Sajan / Erick | Open | Day 1 |
| 4 | Training | Client process discovery (scheduling + refill workflows, compliance scripts) | SatCom Training / Client SME | Open | Day 1-2 |
| 5 | Training | Build agent training curriculum (call flows, FAQs, compliance disclosures) | SatCom Training | Open | Day 3 |
| 6 | Training | Finalize training materials + session recordings | SatCom Training | Open | Day 4 |
| 7 | Training | Train-the-trainer certification (senior trainers) | Adam | Open | Day 4 |
| 8 | Systems & Integration | Greenway EMR/CRM integration scoping + sandbox access | Adam / IT | Open | Day 2 |
| 9 | Systems & Integration | Inbound queue + IVR build (Genesys Cloud CX3) | Adam / Angel | Open | Day 3 |
| 10 | Systems & Integration | AI intake platform configuration (name/number/reason-for-call capture) | Angel | Open | Day 4 |
| 11 | Systems & Integration | Compliance-script build (cancellation-fee disclosure, pre-visit paperwork reminder) | Angel / Dan | Open | Day 3 |
| 12 | Systems & Integration | Bilingual (English/Spanish) call routing setup | Adam / Angel | Open | Day 4 |
| 13 | Systems & Integration | After-hours routing to client's existing patient engagement platform | Adam | Open | Day 4 |
| 14 | Inbound / Telephony | Inbound DID / number provisioning | Dan | Open | Day 2 |
| 15 | Inbound / Telephony | Allworx / Call-Tower SIP trunk interconnect | Adam / Dan | Open | Day 3 |
| 16 | Inbound / Telephony | 100% call recording enabled | Angel | Open | Day 4 |
| 17 | Inbound / Telephony | AI-to-live-agent warm transfer path testing | Adam / Angel | Open | Day 5 |
| 18 | Reporting / Data | Reporting room + KPI dashboard build (service level, AHT, FCR, ACW) | Adam / Firas | Open | Day 5 |
| 19 | Reporting / Data | Real-time Greenway EMR/CRM data validation | Adam / IT | Open | Day 5 |
| 20 | Reporting / Data | Disposition / wrap-up code alignment | Firas / Healthcare Client | Open | Day 5 |
| 21 | Reporting / Data | Compliance-script scoring rubric build (QA) | Firas | Open | Day 5 |
| 22 | IT | Agent equipment: SentinelOne, onboarding, WFH VPN, cameras | IT / MSP | Open | Day 3 |
| 23 | IT | Greenway EMR system access / agent logins provisioned | IT / Client IT | Open | Day 4 |
| 24 | People | Bilingual (English/Spanish) agents assigned + background-checked | Adam | Open | Day 3 |
Agent classroom training and shadowing, an end-to-end system test, client UAT sign-off, and inbound queue activation.
| # | Workstream | Item | Owner | Status | Target |
|---|---|---|---|---|---|
| 25 | Training | Agent classroom training (scheduling + refill workflows, compliance scripts) | Adam / Angel | Open | Day 6-7 |
| 26 | Training | Nested / side-by-side call shadowing | Adam / Angel | Open | Day 8 |
| 27 | Launch | End-to-end system test (Greenway, telephony, AI intake) | Adam / IT | Open | Day 8 |
| 28 | Launch | Client UAT / call-flow sign-off | Healthcare Client | Open | Day 9 |
| 29 | Launch | Pre-launch touchbase + on-site coordination | Adam / Erick | Open | Day 9 |
| 30 | Launch | GO-LIVE — inbound queue activation | Adam / Angel | Open | Day 10 |
→ All open items closed by Day 9 → inbound queue activates Day 10.