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4 Essential Resources to Read Before You Craft Your Contact Center RFP - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

4 Essential Resources to Read Before You Craft Your Contact Center RFP

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

 

Your contact center partner owns a huge part of your customer experience. And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner.

1. Sample Contact Center RFP Timeline

We get it: you urgently need a new contact center outsourcer. But despite the time crunch, sending out an RFP with a short deadline is unlikely to yield the reliable results you need.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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The right partner, the one that will serve your business best in the long run, goes through a deeply collaborative internal process to collect the information you request. The most helpful RFP response – one that is thoughtful and custom-tailored to your unique business scenario – can only be attained through an equally thoughtful RFP process and timeline on your side of the table.

Definitely check out this article for more guidelines on the contact center RFP timeline.

2. 51 New Contact Center RFP Questions

Your boilerplate RFP template might be a reliable, time-tested resource for other industries and services, but the contact center industry is unique. That said, the process of figuring out the right RFP questions doesn’t have to be stressful. That’s why we’ve put together a comprehensive list of questions for you to use.

These contact center RFP questions are designed to effectively compare vendors while digging deep into details that will drive your decision. For ease of use, we divided these 51 questions into six categories, including: company overview, agent hiring/training, contact center reporting, project management, and pricing.

Don’t stress. Rely on this article to help put together your RFP.

3. Writing a Contact Center RFP? 10 Mistakes to Avoid

Speaking of stress, even armed with the right questions and backed by a thoughtful timeline, there’s still room for mistakes to be made and decisions to be compromised. It’s just an unfortunate part of the procurement process (we’ve all been there).

We’ve compiled a list of the mistakes we see most often in the contact center RFP process. These are areas that are frequently overlooked amidst the urgency and complexity of your needs. Don’t neglect these crucial parts of your RFP. Read on!

4. 5 Top Procurement Tips for Seeking an Outsourced Contact Center

This resource looks at the big picture of contact center procurement.  We recognize that seeking an outsourced partner is one of the biggest undertakings for any procurement professional. It requires a thorough understanding of an industry that even the best RFP response can’t necessarily communicate. A truly exhaustive evaluation of contact center options also requires an intimate understanding of your own company and its culture and brand.

The more complex your customer service scenarios, the more you need a trusted partner over a generic service provider. At Blue Ocean, we take that partnership seriously. It’s why we put together this article examining the 5 steps to building that relationship from scratch. We’re all about sharing valuable insight and keeping your best interests front and center. Can’t wait to hear your feedback!

Take the Stress Out of the Contact Center RFP

We’re big on partnership, starting from the very first interaction you have with Blue Ocean. That’s why we’re not shy about sharing our perspective, knowledge and experience with you before anyone signs on the dotted line. We hope our expertise will help you ease the stress of crafting your contact center RFP.

Got questions? Please don’t hesitate to reach out. We look forward to chatting.

Source: https://blueocean.ca/contact-center-rfp-resources/

Publish Date: May 14, 2018


2022 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Blue Ocean Contact Centers

Recent Blog Posts:
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Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019
How to Engage Gen Z in the Contact CenterMarch 26, 2019
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019
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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019

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