Choose a Right-Sized Contact Center Solution
“On-premises vs. cloud” is a false dichotomy.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.IT does not have the knowledge or time to:
- Navigate the array of contact center architectures.
- Decide which architecture is right-sized for the organization.
- Construct a SOW that minimizes uncertainties and risks of expensive fallout.
Save time and money and improve satisfaction using Info-Tech’s methods and tools:
- Quickly narrow down what contact center architecture is right-sized for your organization with Info-Tech’s Contact Center Decision Points Tool.
- Proficiently gather business requirements to secure buy-in.
- Efficiently score RFP proposals and select a vendor.
- Avoid major pitfalls with Info-Tech’s Contact Center SOW Template and Guide.
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Module 1: Assess Architecture
The Purpose
- Shortlist and decide upon a right-sized contact center architecture.
Key Benefits Achieved
- A high-level decision for a right-sized architecture
Activities: | Outputs: | |
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1.1 | Define vision and mission statements. |
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1.2 | Identify infrastructure metrics of success. |
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1.3 | Confirm key performance indicators for contact center operations. |
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1.4 | Complete architecture assessment. |
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1.5 | Confirm right-sized architecture. |
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Module 2: Gather Requirements
The Purpose
- Build business requirements and define key deliverables to achieve stakeholder buy-in and shortlist potential vendors.
Key Benefits Achieved
- Key deliverables defined and a shortlist of no more than five vendors
- Sections 7-8 of the Contact Center Playbook completed
Activities: | Outputs: | |
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2.1 | Hold focus groups with key stakeholders. |
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2.2 | Gather business, nonfunctional, and functional requirements. |
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2.3 | Define key deliverables. |
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2.4 | Shortlist five vendors that appear meet those requirements. |
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Module 3: Initial Vendor Scoring
The Purpose
- Compare and evaluate shortlisted vendors against gathered requirements.
Key Benefits Achieved
- Have a strong overview of which vendors are preferred for issuing RFP/RFQ
- Section 9 of the Contact Center Playbook
Activities: | Outputs: | |
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3.1 | Input requirements to the Contact Center RFP Scoring Tool. Define which are mandatory and which are desirable. |
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3.2 | Determine which vendors best meet requirements. |
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3.3 | Compare requirements met with anticipated TCO. |
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3.4 | Compare and rank vendors. |
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Module 4: SOW Walkthrough
The Purpose
- Walk through the Contact Center SOW Template and Guide to identify how much time to allocate per section and who will be responsible for completing it.
Key Benefits Achieved
- An understanding of a SOW that is designed to avoid major pitfalls with vendor management
- Section 10 of the Contact Center Playbook
Activities: | Outputs: | |
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4.1 | Get familiar with the SOW structure. |
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4.2 | Identify which sections will demand greater time allocation. |
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4.3 | Strategize how to avoid potential pitfalls. |
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4.4 | Confirm reviewer responsibilities. |
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Module 5: Communicate and Implement
The Purpose
- Finalize deliverables and plan post-workshop communications.
Key Benefits Achieved
- A completed Contact Center Playbook that justifies each decision of this workshop
Activities: | Outputs: | |
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5.1 | Finalize deliverables. |
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5.2 | Support communication efforts. |
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5.3 | Identify resources in support of priority initiatives. |
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