Enterprise contact centers rely on voice self-service solutions to automate the handling of customer service inquiries. Today’s voice self-service solutions are complex systems that are integrated with multiple systems in the IT infrastructure, most commonly customer relationship management (CRM), order processing, billing, and scheduling applications. Needless to say, no two systems are exactly alike. To aid in the vendor selection process, most organizations issue a “Request for Proposal” (RFP) and undergo a thorough evaluation of vendors and their proposed solutions.
This document guides you through the process of drafting an RFP to solicit bids from vendors of premises-based, voice self-service platforms. Written by Opus Research, a leading analyst firm focused on technology solutions that streamline real-time and distributed communication, this RFP guide advises you on the information to collect as part of your RFP process to ensure that you select a vendor and solution that satisfies both your technical and business requirements – both now and into the future.