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

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