Contact Center (CCaaS) Contact Center as a Service (CCaaS) is a Software as a Service (SaaS) solution that replaces traditional brick-and-mortar call centers platforms, allowing agents to work from any location. Additional benefits include built-in redundancy, flexibility, and scalability. Why are you considering a new Contact Center platform?* I have a legacy contact center platform that is end-of-life or that is out of warranty I have experienced a recent outage and want a more reliable solution I have a service contract expiring soon and want to explore my options I am paying too much for my current solution I am not satisfied with the quality of technical support I receive I have outgrown my current system or have a seasonal business and need something that scales I no longer want to be responsible for managing my contact center environment I have too many disparate systems and want to consolidate to a cloud-based solution Other Current call/contact center solution (check all that apply) Avaya Cisco Genesys/Interactive Intelligence Mitel Enghouse Interactive Aspect Software CCaaS Other What CCaaS or other contact center system are you looking to replace?# Total (Named) Agents?# Concurrent Agents?# Supervisors?Type of Contact Center Inbound only Outbound Campaign Dialer Only Inbound & Outbound Campaign Dialer Are you experiencing low answer rates because the call recipient doesn't know who is calling? Yes No Are you having issues with outbound calls showing up as SPAM/Fraud Risk? Yes No Required Outbound Dialer? None (Manual) Preview Progressive Predictive Not sure yet Monthly Call Volume (minutes/month)% Inbound (vs. Outbound)What Dialer solution are you using today?What PBX system are you using today?Desired Voice Solution Move to New UCaaS Solution Keep Existing On-Prem Solution Keep Existing UCaaS Solution Other To help us understand your requirements and design the best possible solution, we recommend that you also fill out the UCaaS Assessment.What channels will agents utilize now or in the future? Voice Chat Email SMS Social What social channels will agents utilize now or in the future? Whatsapp Facebook Twitter Instagram Apple Business Chat Other Required Contact Center Features Skills-Based Routing Interactive Voice Response (IVR) Call Recording Queue Callback Agent Scripting Other Are you interested in Quality Management or Workforce Management? Yes, both Yes, QM only Yes, WFM only No, neither Do you already have a solution in place for QM and/or WFM? Yes, and I want to keep it. Yes, but I want to replace it. No, but I am interested in one. Current QM/WFM Solution(s Verint Uniphore Aspect Calabrio Virtual Observer (CSI) NICE Genesys Other Please describe what functionality you are seeking in a new QM/WFM solution?Do you have a CRM, ticketing system, ERP, etc.? Yes No, but I'm looking into one No, I don't need one Do you require integration with the following solutions? Salesforce Zendesk MSFT Dynamics SugarCRM NetSuite ServiceNow SAP Oracle Other Please describe the desired integration between the CCaaS solution and the LOB app(s) selected aboveCompliance Standards Required HIPAA PCI FedRAMP GDPR CCPA Other If applicable, what are you doing to maintain compliance today?Do you require any of the following Artificial Intelligence capabilities? Virtual Agents with Natural Language Processing Virtual Assistants for Human Agents Customer/Agent Personality Mapping Staffing/scheduling optimization Speech/text analytics Administration Automation If applicable, what benefits to your business are you seeking from Artificial Intelligence in your contact center?Helpful InfoWhat 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 What is the goal of this project?*What happens if you remain on the technology in place today?Where do you presently generate your reporting? Existing platform's dashboard, PowerBI, Excel, PDF, etc.?What are your most important KPIs (key performance indicators) that you're looking 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. Which carrier owns the numbers today?Agent Location(s) in Scope US Canada Latin/South America EMEA APAC Other What are your hours of operation?Budget ($/user/month)What is your expected "Go Live" date for this project?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. Are you also interested in implementing a Virtual Desktop/Desktop as a Service (DaaS) solution at this time? Yes No Not sure - would like to know more Please describe any other requirements from the supplier regarding implementation and post-install support.*Attachment (please attach any specifications, diagrams, or equipment lists)AdministrationFirst Name (Client)*Last Name*TitleEmail Address* Phone Number*HQ Address* Street Address Address Line 2 Address Line 2 City* City Country USA Canada UK State AlabamaAlaskaArizonaArkansasCaliforniaColoradoConnecticutDelawareDistrict of ColumbiaFloridaGeorgiaHawaiiIdahoIllinoisIndianaIowaKansasKentuckyLouisianaMaineMarylandMassachusettsMichiganMinnesotaMississippiMissouriMontanaNebraskaNevadaNew HampshireNew JerseyNew MexicoNew YorkNorth CarolinaNorth DakotaOhioOklahomaOregonPennsylvaniaRhode IslandSouth CarolinaSouth DakotaTennesseeTexasUtahVermontVirginiaWashingtonWest VirginiaWisconsinWyomingArmed Forces AmericasArmed Forces EuropeArmed Forces Pacific State Postal Code ZIP Code Province/Territory AlbertaBritish ColumbiaManitobaNew BrunswickNewfoundland & LabradorNorthwest TerritoriesNova ScotiaNunavutOntarioPrince Edward IslandQuebecSaskatchewanYukon Province Postal Code Postal Code Postal Code ZIP / Postal Code Techchieva Trusted Advisor / Account ManagerTA/AM Email Address TA/AM Phone Number
