Chapter 1: Business Requirements & Sizing¶
Overview¶
This chapter establishes the business context, functional requirements, and technical sizing for KidsWear India's greenfield cloud contact center deployment. As an MSME (Micro, Small, and Medium Enterprise) in the retail manufacturing sector, this use case demonstrates right-sized cloud contact center architecture for small-to-medium enterprises.
Document Structure¶
This chapter contains a single comprehensive document covering all business requirements and sizing calculations:
- Business Requirements & Sizing - Complete business case with executive summary, functional requirements, technical sizing, and budget analysis
What's Covered¶
Business Context & Strategy - Company profile, current-state pain points (missed calls, no omnichannel support, manual order processing), business objectives, and success metrics (call abandonment < 3%, FCR > 80%, CSAT > 4.5/5.0)
Functional Requirements - Voice channel (toll-free, cloud PSTN, IVR, WebRTC desktop), digital channels (WhatsApp, web chat, email, chatbot), Zendesk CRM integration, AI/ML (Dialogflow CX, Vertex AI), and reporting
Technical Sizing - Agent capacity (50 total, 20 concurrent via Erlang-C), voice traffic projections, 3x peak-season scaling (July-August uniform season), digital channel volumes, and storage/retention
Budget & Cost Analysis - CapEx vs OpEx model, 5-year TCO, and ROI projections (30% B2B conversion increase, 20% handling-time reduction)
Use Case Context¶
Customer Profile
- Company: KidsWear India Pvt Ltd
- Industry: Retail Manufacturing (Children's Apparel)
- Size: ~100-150 employees, 5-10 retail outlets
- Contact Center: 50 agents + 2 supervisors
- Deployment: Greenfield (no legacy system)
Unique Requirements
- Remote agent support (work from home or retail stores)
- Multilingual IVR (English + Hindi)
- PCI-DSS compliance for payment card handling
- India data residency (DPDP Act 2023)
- Seasonal scaling (school uniform peak season)
Key Deliverables¶
| Deliverable | Description |
|---|---|
| Stakeholder Analysis | RACI matrix, decision-making authority, communication plan |
| Customer Journey Maps | Pre-purchase, purchase, post-purchase workflows across channels |
| Channel Volume Forecasts | 12-month projections with seasonal variations |
| Erlang-C Sizing Model | Agent capacity calculations for voice channel |
| Budget Breakdown | Detailed cost categories and 5-year TCO |
| Success KPI Dashboard | Technical, business, and AI performance metrics |
Next Steps¶
After understanding business requirements, proceed to:
- Chapter 2: Solution Architecture - High-level design and integration architecture
- Chapter 3: Security & Compliance - PCI-DSS and DPDP Act compliance framework
Last Updated: March 2026
AI Disclosure: Content developed using Claude (Anthropic) with professional UC/CC expertise