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Sample Contact Center RFP Guide


Presented By: USAN

usan.sept2016A guide to preparing an RFP for Contact Center Technology (with New Security Questions) 

You’ve begun the process of replacing your call center software solution. After conducting a self-assessment, you have a good idea of your technology and business needs. Now you’re ready to create a request for proposal (RFP).

An RFP is a standard part of any procurement process. By soliciting bids from multiple providers based on the same set of requirements, companies can compare and contrast solutions. This process is particularly helpful when determining a provider’s ability to deliver on your call center technology needs.

Call center software solutions can comprise of several components, including interactive voice response (IVR), automatic call distributor (ACD), outbound campaign management and workforce management. Your needs for each of these components can be as varied as the solutions themselves. This RFP template will help ensure that you consider all the various aspects of call center technology solutions and the relevant questions for each component.