Choose a Right-Sized Contact Center Solution
“On-premises vs. cloud” is a false dichotomy.
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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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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Book NowModule 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: | |
|---|---|---|
| 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: | |
|---|---|---|
| 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: | |
|---|---|---|
| 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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