As a specialist vendor in the contact centre industry sector we receive many RFP's and RFI's from prospective clients that do not exhibit the required details to furnish a complete solution costing. To receive an accurate costing for a proposed solution your RFP documentation must include all of the following elements:
- A complete specification, including user stories of how you require the solution to work in all of your potential use case scenarios.
- You should include all areas of the solution and how your users will interact with it, or use it.
- You should include all business requirements, functional and non-functional requirements and fully describe how you conduct or will conduct those business functions, operations and workflows in the future.
- You must fully declare everything that the solution must do, what its features and functions are.
- Your Non-Functional Requirements should describe all of the general properties of the solution, its reliability, its availability, its security, its redundancy, its service levels, its certifications and accreditations, standards compliance and so on.
- Your functional requirements are solution features or functions that must be implemented to enable your employees to accomplish their tasks efficiently.
- Your functional requirements should include all functions, such as authentication, roles and permissions, compliance with laws or regulations, external interface contracts to your existing software systems, handling of workflows, handling of transactions, reporting, workforce management, quality management and more.
- You should fully describe your use cases for all channels and media to be handled in the contact centre as well as the associated user stories.
Whilst most enterprises are very good at describing what they do today in the current contact centre, but if they lack experience of multichannel, or even familiarity with the inherent differences between on-premise call centre platforms and cloud based ones then its very easy to miss things out.
We can assist you in the process, before you write and publish RFP's that go out to the broader vendor market leaving you at risk that you've missed out key things that will help your business make the correct platform and strategic choice.
