A Practical Guide to Call Center Technology
A handy, comprehensive guide for those setting up technology-based phone systems to manage customer matters.
TABLE OF CONTENTS A Practical Guide to Call Center Technology
4.0: VENDOR IMFORMATION & QUESTIONS
4.0 VENDOR IMFORMATION & QUESTIONS
Provide detailed responses to each of the following subject areas.
4.1 Corporate information
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Provide a brief narrative about your company. This narrative should contain information about the company s background, its current size and the products and services it offers.
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Provide information that demonstrates the expertise of the company and its personnel, including a discussion of the size and expertise of those technical staff whom would be candidates to support an implementation of your product at FNAX.
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Provide information that demonstrates the company s financial stability. As part of this information, we request a copy of the company s most recent audited financial statement.
4.2 General package information
In addition to responding to the following questions, specifically identify whether any feature, development capability, or characteristic of your environment would need development in order to be supported. Identify whether or not that development is part of the quoted price estimates to follow in Section 5. If in any case, support for a function is provided by third party products, identify which products you recommend.
4.2.1 System architecture
The vendor is to provide an introduction to their system including descriptions of all significant system components.
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Include pictures which describe all hardware and software aspects of the proposed system including those functions for which FNAX is responsible (mainframe, VRU, etc.)
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Describe the role of each component and the specific functionality implemented as a part of that component. Components should include any significant hardware, software packages or subsystems; especially any component requiring...
Copyright Andrew Waite 2001 under license agreement with Books24x7
