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Review of Contact Centre VoIP Software for a FTSE 100 Company
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Challenge
A FTSE 100 company were looking to introduce a Voice over Internet Protocol (VoIP) telephony system within their customer service centres. Due to acquisition activity in recent years, they currently supported a number of different telephony systems and were looking to rationalise these with the introduction of VoIP using a single supplier if practical.
Oakleigh Consulting were commissioned to:
- Review the VoIP telephony requirements that had been collated by the business.
- Review the current telephony suppliers and perform a market analysis with respect to the requirements identified above.
- Identify any key differentiators between the suppliers which might aid the client in their tendering process.
- Generate a ranking of the suppliers based on requirements and differentiators.
The challenge from the client was to provide the above within a two week timescale.
Solution
In order to deliver this work within the two weeks, Oakleigh used their technology assessment methodology, known as CLEAR. CLEAR consists of five steps for product evaluation which are:
- Collate requirements - this step ensures that the business and technical requirements are clearly understood and articulated. Workshops are held with key stakeholders, the results of which are collated into a document detailing and categorising the requirements (potentially ranked in degree of importance), which can then be used to evaluate the selected products. An output of this phase can be an Invitation to Tender (ITT) document which can be issued to vendors for completion and the responses used as input to the assessment stage. Oakleigh take a 'scenario' rather than 'tick box' based approach to ITTs as experience has shown it provides information that is a better discriminator between respondents.
- Locate possible candidates - ensure that the most appropriate list of vendors is selected given the requirements collated previously. The output is a list of candidate products with reasons why they have been short-listed.
- Engage with identified candidates - engage with the selected product vendors and by using a mixture of documentation, discussion and demonstration, gain an understanding of their solution.
- Assess against requirements - determine how each of the products meets the initial set of requirements drawn up at the beginning.
- Report findings - report the results of the investigation to the key stakeholders through presentations and/or reports.
Outcome
Within 2 weeks we delivered a balanced, independent assessment of the VoIP contact centre market which enabled the client to progress with the tendering process confident in their knowledge of the market and of their precise needs.
If you have any questions about the subjects covered in this white paper or you would like to find out more about how Oakleigh Consulting could help your organisation, please contact us on 0161 835 4100 or email us.
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