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