To select an IP PBX solution for the new call center at a company’s headquarters based
To select an IP PBX solution for the new call center at a company’s headquarters based on the evaluation of the company’s needs and vendors' VoIP product features.
To select an IP PBX solution for the new call center at a company’s headquarters based on theevaluation of the company’s needs and vendors' VoIP product features. The Chief Information Officer(CIO) would like an 8- to 10-page document (double-spaced, font size 12) that addresses the followingtasks.
After a numerical-matrix evaluation, select one solution from a list of vendors, containing features andcapabilities to potentially meet your company's requirements.
Justify your recommendation by writing an analysis that supports such a selection based on an overallevaluation of the product and the benefits it will bring to the company.
Following is the list of vendors for you to choose from.
Use the following check list to evaluate each vendor's product.
Experience and Connectivity (40%)
Experience of the company – 5%
ACD based on Windows – 5%
Call Center includes 400 agents – 15%
Connectivity to current Avaya PBX – 15%
Multimedia Support (40%)
E-mail – 5%
Chat – 5%
Voice Mail – 5%
IVR – 5%
Outbound dial – 5%
CTI integration – 5%
URL Browsing – 5%
CRM support – 5%
Total Cost (20%)
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(TCO 3) Managers are often required to make decisions about the future based