Contact Centre System RFP and Vendor Selection Case Study

Our client: 70 seat contact centre providing sales, service, credit control and technical support

Scope: Assist with the RFP process to replace existing contact centre platform

Activities: Drafting and QA of the RFP document undertaken remotely with phone conferences to discuss and resolve issues arising.

• Establish response evaluation template and assist with proposal evaluation and vendor shortlisting.  
  
• Attend shortlist vendor presentations and assist with selection of the preferred vendor and solution.
  
• Assist with the agreement of commercial terms and implementation plan for sign-off.

Outcome: Vendor selected and contract agreed for implementation