LOCATION: ​Computer Telephony Integration (CTI) Lab
SITUATION:
Williams Communications Solutions identified a market niche to support call-forwarding and other call center operation needs with a SaaS (Software as a Service) solution PBX (Private Branch Exchange) offering. The Dialect Information Suite included several software solutions, each with related Installation, Administration, User, and Quick Support manuals; licensing requirements; and customized training material for each client installation.
NEEDS DEFINITION:
This software division had a product but needed a process to generate a repeatable quality software suite for it's software product, related documentation, and licensing provision.
ACTIVITY:
The first year included a variety of analysis -- functional analysis, software development analysis, information-needs analysis, and concept-to-customer analysis.
The resulting methodology, COMPASS (Completely Objective Method Producing Advanced Software Solutions), included seven gated phases:
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Product Request
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Project Definition and Planning
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Prototype and Functional Specifications
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Code and Information Development
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Quality Assurance System Test
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Product Release
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Maintenance
COMPASS used a Waterfall methodology, with functional specifications developed concurrently with prototype development. The inputs from each department during each phase generated continuous process and product improvement criteria.​​