Choose a Right-Sized Contact Center Solution

“On-premises vs. cloud” is a false dichotomy.

Onsite Workshop

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.

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:
1.1 Define vision and mission statements.
  • Project outline
1.2 Identify infrastructure metrics of success.
  • Metrics of success
1.3 Confirm key performance indicators for contact center operations.
  • KPIs confirmed
1.4 Complete architecture assessment.
  • Quickly narrow down right-sized architecture
1.5 Confirm right-sized architecture.
  • Decision on right-sized contact center architecture

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:
2.1 Hold focus groups with key stakeholders.
  • User requirements identified
2.2 Gather business, nonfunctional, and functional requirements.
  • Business Requirements Document completed
2.3 Define key deliverables.
  • Key deliverables defined
2.4 Shortlist five vendors that appear meet those requirements.
  • Shortlist of five vendors

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:
3.1 Input requirements to the Contact Center RFP Scoring Tool. Define which are mandatory and which are desirable.
  • An assessment of requirements
3.2 Determine which vendors best meet requirements.
  • Vendor scoring
3.3 Compare requirements met with anticipated TCO.
  • A holistic overview of requirements scoring and vendor TCO
3.4 Compare and rank vendors.
  • An initial ranking of vendors to shape RFP process after workshop end

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:
4.1 Get familiar with the SOW structure.
  • A broad understanding of a SOW’s key sections
4.2 Identify which sections will demand greater time allocation.
  • A determination of how much time should be allocated for reviewing major sections
4.3 Strategize how to avoid potential pitfalls.
  • A list of ways to avoid major pitfalls with vendor management
4.4 Confirm reviewer responsibilities.
  • A list of reviewers, the sections they are responsible for reviewing, and their time allocation for their review

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:
5.1 Finalize deliverables.
  • Contact Center Playbook delivered
5.2 Support communication efforts.
  • Post-workshop engagement to confirm satisfaction
5.3 Identify resources in support of priority initiatives.
  • Follow-up research that complements the workshop or leads workshop group in relevant new directions

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