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Choose a Right-Sized Contact Center Solution 鈥� Phase 3: Score Vendors and Construct SOW

Author(s): Thomas Randall

Phase 3 aids selecting a contact center vendor and constructing a SOW. This phase will guide you through the following activities:

  • Score proposals to judge which vendors perform best against your stated criteria.
  • Choose a vendor for your chosen contact center solution.
  • 91制片厂 a SOW that is air-tight to hold the vendor accountable.

Tags

on-premises contact center, ccaas, contact center architecture, statement of work guide, statement of work template, contact center rfp, call center, communications infrastructure, contact center as a service, contact center agents, contract gotchas, end user strategy, voice and video management, ivr, self-service, omnichannel, multi-channel, first-call resolution, net promoter score, average abandonment rate, member attrition, percentage of calls blocked, average queue time, service level, average speed of answer, average handle time, average post-call work time, occupancy rate, average call transfer rate, average talk take, attendance, occupancy, average age of query, twilio, genesys, avaya, five9, nice incontact, unified communications

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