A statement of work (SOW) defines the expectations, tasks, deliverables, and timelines for a vendor providing services to an organization. The purpose of this template is to outline and describe the various sections of a SOW, specifically for a contact center solution. It aims to identify key areas that organizations ought to be wary of in their own contracts to avoid typical pitfalls and prevent costly mistakes.

Throughout this guide, the reader ought to ensure the following is borne in mind: all tasks and responsibilities in the SOW should specifically tie to a deliverable that the organization is aiming for that, in turn, ties back to meeting organizational requirements. The more specific the SOW is in this regard, the more confident the organization can be holding their vendors to account.

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