I need help with NETWORK250: Week 1 iLab Activity Voice/VoIP Admin w/Lab

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 I need help with NETWORK250: Week 1 iLab Activity   Voice/VoIP Admin w/Lab

 

 

 

For this lab, you will be an IT manager that is selecting the best company that satisfies the business requirements outlined by your company in setting up a new call center.  Remember this is subjective, so there is no one right answer.  The way you decide to set up your evaluation matrix will be different from another’s matrix and that is OK. 

 

 

 

You will fill out the attached spreadsheet and write a short summary of how you made your decision, again since these are subjective it is important to point out how you decided to evaluate many of the important features. 

 

 

 

In order to work with this RFP problem, use the PBX-ACD side-by-side analysis document included in your iLab page.  You will consider this information to be the compiled responses to your RFP from several of the top vendors.

 

 

 

Have fun!

 

 

 

Remember, You are an IT manager and your company is transforming its Customer Service Department into a Call Center facility.  You have not had a call center  facility as part of your internal network before, so this is all new to you.

 

 

 

An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated  databaseof handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the correct party, allow callers to record messages, gather usage statistics, balance the use of phone lines, and provide other services.

 

 

 

After doing some research you decided that a Voice Communication System like an ACD (Automatic Call Distributor) is the best solution for your IP Contact Call Center.   The total budget assigned for this project is fixed, but for the process of this evaluation, you have some leeway to make up a reasonable number yourself. 

 

 

 

You prepared your RFP and sent to the following suppliers:

 

·   Avaya

 

·   Genesys

 

·   Interactive Intelligence

 

·   Mitel

 

·   Siemens

 

 

 

 

An associated document (NETW250PBX-ACDAnalysis.docx) provides an analysis of their answers and is included in the Week 1 iLab page.  You will need this document to complete your lab.  (This came from Faulkner’s FACCTs online database from the DeVry University library several years ago.)

 

 

 

Below is an example of a fictional table partially completed:

 

 

 

 

 

 

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 Your selection is: ___?__ Typically, the vendor with the highest score is selected.

 

 

Name:        

 

Professor:  

 

Date:           

 

 

1.     Complete the table in order to decide the winner of your RFP.  Assign points to each vendor based on how they meet your requirements for each part of the RFP.  This is subjective, but be able to justify your point assignment.  (Points in the % in your RFP column add up to 100 to make this easier for you to analyze.)  (10 points)

 

 

 

 

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Your selection is: ________________. 

 

 

 

 

 

2) Evaluating RFPs is a subjective process.  Why is this so? What were some of the reasons behind how you chose to evaluate many of the business goals outlined in your evaluation matrix. (5 points)

 

 

 

 

 

 

 

 

 

 

 

3) Costs are important, but they are not everything.  Some people might say just take the lowest possible cost.  Is this a valid approach?  What are some of the hidden costs?  What did you find out about costs and comparing costs as you looked at this information (5 points)

 

 

 

 

 

 

 

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

 

 

 

IVR

 

 

 

PBX

 

 

 

ACD

 

 

 

CRM

 

 

 

CTI

 

 

 

 

 

5)  Read through the “Best Practice for Preparing an RFP” pdf file from Faulkner’s FACCTs.  Look especially at the section that outlines the steps in preparing and submitting and RFP.  What do you think might be your biggest challenges in preparing an RFP for a business project for a company?  Were there any steps that were surprising to you?  What might you do to help yourself be successful in the RFP process? (5 points)

 

 

 

 

 

 

 

 

 

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