Early Support Engagement Interactive Intelligence

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Masry, Amor
Engineering; Systems Engineering
thesis / dissertation description
The Professional Services Organization (PSO) at Interactive Intelligence is over-utilized and has taken on too many new projects. Several hardware- or software-related product issues can occur during a project lifecycle, which requires the organization's intervention. However, according to PSO's processes and polices, support only becomes officially involved at a project's closing phase, during a transitional meeting. Because of this delayed engagement, several issues might occur that could cause financial losses, project delays, or customer dissatisfaction. This report aims to address improving the process, engaging PSO support earlier, and the positive impact this potentially could have on future projects. In addition, it considers basic system engineering principles, including developing requirements, risk assessment, requirements verification, and application of lean principles.