Choose a Right-Sized Contact Center Solution – Phase 2: Gather Requirements and Shortlist Vendors

Author(s): Thomas Randall

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Phase 2 aims to reach the point of shortlisting contact center vendors and the issuing of an RFP/RFQ. This phase will guide you through the following activities:

  • Gather business requirements to ensure the contact center solution meets stakeholders’ needs.
  • Gather functional requirements to determine the technical specifications of a contact center solution.
  • Document requirements using the Contact Center Business Requirements Document.
  • Define key deliverables that will demonstrate the project’s success.
  • Build and Issue RFP/RFQ

Tags

on-premises contact center, ccaas, contact center architecture, statement of work guide, statement of work template, contact center rfp, call center, communications infrastructure, contact center as a service, contact center agents, contract gotchas, end user strategy, voice and video management, ivr, self-service, omnichannel, multi-channel, first-call resolution, net promoter score, average abandonment rate, member attrition, percentage of calls blocked, average queue time, service level, average speed of answer, average handle time, average post-call work time, occupancy rate, average call transfer rate, average talk take, attendance, occupancy, average age of query, twilio, genesys, avaya, five9, nice incontact, unified communications

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