A Practical Guide to Call Center Technology

2.0: REQUIREMENTS

2.0 REQUIREMENTS

All requirements listed in this Section must be addressed. The vendor is to respond to the contents of this section in the same order, and numbered in the same manner, as set forth herein. Where a list of requirements or questions occur, the vendor should respond in the same sequence. Functionality is listed in either the form of a description or a question. In either case, the vendor should indicate how the feature is supported and avoid yes or no answers.

List any ways in which the vendor product(s) exceeds the requirements or has capabilities not directly addressed by the questions. Include these additional capabilities directly after the most closely related requirements listed below.

The response must clearly indicate which functional requirements are:

  1. Deliverable on a turnkey basis (no development or customization required)

  2. Deliverable on an end-user definable basis (no technical resources required to adapt to FNAX requirements). Differentiate between functionality which can be implemented by the end-user without technical support and that which requires more formal procedures or control for implementing.

  3. Deliverable using standard vendor provided tools and pre-built modules which can be adapted. List which tools or modules will be used and/or what modifications must be made to pre-built modules. The level of effort to adapt the tool or module to the FNAX requirement must be described.

  4. Deliverable only with new development.

  5. Is a deliverable of a planned release not currently in production.

  6. Not deliverable.

Tools and pre-built modules which are identified in this Section should...

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