Interactive Quick Assessment

Contact Center as a Service

Contact Center as a Service (CCaaS) is a Software as a Service (SaaS) solution that replaces traditional brick-and-mortar call center platforms, allowing agents to work from any location. Additional benefits include built-in redundancy, flexibility, and scalability.

Required Information

What is the goal of this project?

Please share the primary reason your customers contact your organization.

How are you hoping to improve the customer experience?

Why are you considering a new Contact Center platform?

My legacy contact center platform is end-of-life or out of warranty.

After a recent outage, I want a more reliable solution.

My service contract is expiring soon and I want to explore alternative solutions.

I am paying too much for my current solution.

I am not satisfied with the quality of technical support I receive.

Our business has outgrown the current system / seasonal increase in business requires a scalable solution.

I no longer want to be responsible for managing our contact center environment.

I want to consolidate disparate systems into a cloud-based solution.

Other

Current Call/Contact Center solution (check all that apply):

Alvaria (Aspect Software)

Alvaria (Noble Systems)

Avaya

Cisco

Enghouse Interactive

Genesys/Interactive Intelligence

Mitel

CCaaS

Other

# Total (Named) Agents (numeric only)

# Concurrent Agents (numeric only)

# Supervisors (numeric only)

Do you have days of the week, weeks of month, or months of the year when you struggle staffing?

Yes

Type of Contact Center

Inbound only

Outbound Campaign Dialer only

Inbound & Outbound Campaign Dialer

Are you also interested in Branded Calling, to improve answer rates on calls to mobile numbers?

Yes

Monthly Call Volume (minutes/month)

PBX system in use today:

Desired Voice Solution

Move to a New CCaaS solution - no existing PBX or UC provider integration is required

Move to a New CCaaS solution - integrate with my existing PBX or UC provider

Move to a New CCaaS and New UCaaS solution

Other

What channels will agents utilize now or in the future?

Chat

Fax

MMS (Picture/Video)

Social

SMS (Text only)

Video

Voice

Common Contact Center Features

Agent Auto-Answer

Agent Pre-Recorded Greeting

Agent Scripts

Agent Whisper

Automated Supervisor Alerts

Barge/Takeover

Co-browse

Custom Dashboards

Custom Reports

Queue Call Back

Queue Wait Times On Transfers

Real-Time Sentiment Analysis

Screen Recording

Speech/Text Analytics

Surveys/CSAT

Warm Transfers

Whisper Function

Wrap-up Codes

Other

Are you interested in Quality Management (QM) or Workforce Management (WFM)?

Yes, both.

Yes, QM only

Yes, WFM only

Do you have a CRM, ticketing system, ERP, etc.?

Yes

No, but we are looking into one.

No, we do not need one.

Compliance Standards Required

CCPA

CPNI

Cloud Security Alliance (CSA)

Cyber Essentials

FedRAMP

FERPA

FINRA

FISMA

GDPR

GLBA

HIPAA

HITRUST

ITAR

ISO 27001

ISO 27017

ISO 27018

PCI

SOC 2

SOC 3

SOX

None

Other

What are you doing to maintain compliance today?

Are you required to purchase only from a select list of technology vendors approved by a government purchasing vehicle/contract? If so, please name the vehicle/contract and approved vendors.

Do you require any of the following Artificial Intelligence capabilities?

Agent Assist - Knowledge Retrieval

Agent Assist - Next-Best Action

Agent Assist - Post-Interaction Summarization

Agent Assist - Real-Time Coaching

AI-derived CSAT

Business Insights (Conversation Trends/Keyword Spotting/Topic Mining)

Chatbots

Quality Assurance Scoring

Sentiment Analysis

Voice Bot (IVA)

Other

Expected 'Go-Live' Date for this project:

Cloud PBX / UCaaS

Total # of UCaaS users in scope for this project? (numeric only)

Which PBX system do you currently have in place?

If applicable, please list countries (with associated user counts) where international PSTN replacement services are needed.

Do you plan to use Microsoft Teams to make phone calls?

Yes

Unsure

Please list Microsoft licenses you own today (with estimated quantities by license type).

Feature Requirements

Auto Attendants

Barge Functionality

Call Monitoring

Call Queues

Call Recording (automatic)

Call Recording (on-demand)

Canned Reports

Custom Reports

Dashboards

Document/File Sharing

eFax

Group Rings/Hunt Groups

Hot Desking

International Calling Plans

Mass texting application (for marketing/sales campaigns)

Messaging/Presence

MMS (Pictures/Video)

Mobile App

Overhead Paging System Integration

Receptionist Switchboard

Shared Line Appearances

Shared Voicemail Boxes

Single Sign On (SSO) Integration

SMS (Text-only)

Softphone

Voicemail to Email

Voicemail Transcription

Web/Video Collaboration

Webinars/Large Meetings (100+ attendees)

Whisper Functionality

Helpful Information

Which benefits are you seeking from a new Contact Center platform?

Enable or expand a remote agent workforce

Improved analytics

Better elasticity for seasonal call spikes

Unify multiple technology systems

Incorporate self-service solutions

Current solution lacks functionality

Adherence to industry or government compliances

Avoid complex day-to-day mgmt

Disaster Recovery plan

Other

How would remaining on the technology in place today impact your business?

How do you currently view reporting?

Which KPIs (key performance indicators) are most critical to improve?

Phone Numbers

I want new numbers from the CCaaS provider.

I want to port over existing numbers to the CCaaS provider.

My existing carrier will maintain ownership of my numbers.

Agent Location(s) in Scope

Africa

Asia-Pacific

Australia

Canada

China

Europe

India

Latin America

Middle East

United Kingdom

United States

Your hours of operation:

Budget (per user per month)

Would you like to investigate the potential benefits of outsourcing your contact center to a Business Process Outsourcer (BPO)?

Yes

Are you willing to pay extra for onsite implementation?

Yes, I am willing to pay extra for onsite implementation.

No, I am comfortable working with the supplier's remote support for implementation and agent training.

Do you currently have virtual desktop infrastructure (VDI) in use by your agents?

Yes

Not sure

Are you interested in implementing a Virtual Desktop/Desktop as a Service (DaaS) solution at this time?

Yes

Not Sure (interested in learning more)

Are you interested in a Learning Management System (LMS) platform for next generation learning and development?

Yes

Are you interested in a Sales Execution platform to increase sales closure rates?

Yes

Do you have committed spend with Amazon, Azure, and/or Google cloud marketplaces?

Yes - Amazon

Yes - Azure

Yes - Google

Yes - Other

Please describe any other requirements from the supplier regarding implementation and post-install support.

OPTIONAL: If you have relevant specifications, diagrams, or equipment lists, please check here and we will reach out via email for the file

Specific vendors you would like to INCLUDE:

Specific vendors you would like to EXCLUDE:

Administration

First Name (Client) *

Last Name *

Title

Email *

Phone Number (numeric only)

Company *

# Employees (numeric only)

Annual Revenue

Industry

HQ Address

HQ Address Line 2

City *

State

Postal/Zip Code

Country

USA

Canada

Other

Do you have any preferred contract vehicles?

FedRAMP

Texas DIR

AWS Marketplace

Azure Marketplace

Google Cloud Marketplace

Other

Trusted Advisor / Account Manager

TA/AM Name

TA/AM Email Address

TA/AM Phone Number (numeric only)

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