| | December 20199CIOReviewfor in the demonstrations- Items that you may include in your RFPo Functional Requirementso ACD Capabilitieso IVRo Visual IVRo Dialero Chato Emailo SMSo Quality Management/ Optimizationo Workforce Managemento Integration/ APIso Customer Surveyso Applications ­ Agent, Supervisor, Administratoro Reporting and Dashboards ­ standard and customo Data Centerso Telecom and Data Infrastructureo Service Availability and Disaster Recoveryo Desktop computer requirementso Softphone o Security policy and procedureso Intrusion detectiono Project managemento Trainingo Documentationo Supporto Pricingo Labor rates for out of scope work7. Vendor demonstrations- Once you have narrowed down your selection invite in the vendors that are at the top of your list- Bring the cross-functional team together for demonstrations8. Select top 3 vendors to send Request for Proposal- Provide a deadline on when you expect to have the proposal returned- Once received ensure that you review the RFPs with an attention to detail looking for items that will call out potential costs that are not included in the monthly subscription fee. Some examples could be:o Cost per minute on 800#so Storage fees for #800 #s ­ these can range from $1 to $10 per phone number per montho Costs for detailed integrations like IVR workflow when payment is passed to a payment gatewayo Two-way text set up9. High-level overviews with a larger cross-functional team- Create a deeper dive vendor discussion with an expanded cross-functional team for the following areas:o IT ­ the team will want to discuss integration, storage, security, PCI, PII, response times, data exportso Telecom ­ prem-based versus cloud, phone number transitions, non-contact center agent (back office) phone numbers, faxes, billingo CRM ­ capabilities, view, and optionso Operations ­ end user views, reporting, access, access levels, set up, training, chat, knowledge system, service levels, business user versus vendor actions, quality monitoring, dashboards, o IVR ­ workflow, payment gateway into legacy systems, ease of design, PII and PCIo Workforce Management ­ omnichannel forecasting, staffing, real-time, quality management, shift bids, shift tradeso Data and Reporting- omnichannel reporting, data export, migration, dashboards, speech analytics10. Make the decision- Once you have received the RFPs back with the pricing and all the deep dive vendor reviews have been completed, it is time to make the decision. Create a rating based on:o Installation costs (one-time costs)o Subscription costs (normally billed monthly per user/ per phone number)o 800# cost per minute fee if the vendor takes over from your current service providero Ease of use within your environmento Need to have components (WFM solution, replace PBX, call back assist, text, chat)o Nice to haveThe timing on when the project should begin and the end will be discussed at this point. Be sure to have your internal resources ready for kickoff and that the finances are in place for the project to go live!My journey down this path has been a true learning of the industry that I have been in for 20 years! I hope you found this helpful and enjoy your own journey! Be sure to have your internal resources ready for kickoff and that the finances are in place for the project to go liveTheresa Tisdale
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