Netw250: Week 4 Request for Proposal

Name:

Professor: John Jenkins

Date: 29 March 2015

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1.

 Item | % in your RFP | Avaya | Genesys | Interactive Intelligence | Mitel | Siemens |

Experience and Connectivity (40%) |

Experience of the company | 5 | 4 | 5 | 4 | 4 | 5 |

ACD based on Windows | 5 | 5 | 3 | 4 | 1 | 2 |

Call Center includes 400 agents | 15 | 5 | 15 | 5 | 5 | 15 |

Connectivity to current Avaya PBX | 15 | 5 | 5 | 0 | 0 | 0 |

Multimedia Support (40%) |

Email | 5 | 5 | 5 | 5 | 5 | 5 |

Chat | 5 | 5 | 5 | 5 | 5 | 5 |

Voice Mail | 5 | 5 | 3 | 1 | 5 | 3 |

IVR | 5 | 3 | 2 | 4 | 1 | 4 |

Outbound dial | 5 | 2 | 4 | 3 | 2 | 2 |

CTI integration | 5 | 2 | 5 | 1 | 1 | 5 |

URL Browsing | 5 | 5 | 5 | 5 | 5 | 5 |

CRM support | 5 | 4 | 2 | 5 | 5 | 3 |

Cost (20%) |

Total Cost | 20 | 2 | 4 | 3 | 5 | 4 |

Total Points | 100 | 52 | 63 | 45 | 44 | 58 |

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Based upon the table above and the associated scores my selection would be Genesys

You want to choose the best RFP for your company. It is all about what the company needs and what fit best for the company. The method allows a walkthrough of all sides of the business and technical points.

I think cost effectiveness is very important because it can be affected by things such as support service, warranties, and hidden costs. Some hidden cost may be upgrades, cancellation penalties, and warranties. Downtime for the company can become very costly.

4) Use a reference to find and explain the following terms as they relate to telephony topics and call centers: (5 points)

IVR- is a technology that allows a computer to interact with humans through the use of voice and

DTMF tones input via keypad.

PBX- is a telephone exchange or switching system that serves a private organization and performs concentration of central office lines or trunks and provides intercommunication between a large number of telephone stations...