Determining the right strategic Contact Center platform for your enterprise can be very challenging. Building out or upgrading cumbersome, on-premise solutions with pay-as-you-go cloud services can seem very appealing, but it’s important to stay mindful of common pitfalls when determining which type of platform will meet the specific Contact Center requirements for your organization. Contact Center Strategic Platform Assessment in-scope services include:
Areas to be evaluated for readiness include:
The final deliverable will be a thorough, actionable strategy document that summarizes the results of the activities described above and that lays out viable options, their respective pros/cons, specific target platform recommendations, risks, dependencies and timeline considerations associated with migration to the recommended target platform. This strategy document will be delivered in a Word document, Excel spreadsheet(s) and PowerPoint presentation, presented to the sponsor(s) upon conclusion.