Why are you considering a new Contact Center platform? # Total (Named) Agents # Supervisors # Concurrent Agents Monthly Call Volume (minutes/month)
Current call/contact center solution (check all that apply)
What PBX system are you using today? Are you interested in Quality Management or Workforce Management? If applicable, what are you doing to maintain compliance today?
Required Contact Center Features
Do you have a CRM, ticketing system, ERP, etc.?
What channels will agents utilize now or in the future?
Compliance Standards Required
If applicable, what benefits to your business are you seeking from Artificial Intelligence in your contact center?
Do you require any of the following Artificial Intelligence capabilities?
What benefits are you seeking from a new Contact Center platform? What are your most important KPIs (key performance indicators) that you're looking to improve? What is the goal of this project? Budget ($/user/month) What is your expected 'go live' date for this project? Where do you presently generate your reporting? Existing platform's dashboard, PowerBI, Excel, PDF, etc.?
Agent Location(s) in Scope
What are your hours of operation? Are you willing to pay extra for onsite implementation? * Please describe any other requirements from the supplier regarding implementation and post-install support. Send