Defining/refining the strategic vision for customer contact;
Identifying the technology requirements to effectively address the
strategic vision;
Conducting comprehensive, unbiased analyses and assessments of your
current call/contact center
technology platform and applications;
Developing business requirements;
Developing technical and functional requirements;
Defining customer segmentation requirements;
Identifying self-service technology applications;
Benchmarking against competitive call/contact centers;
Evaluating "gaps" in the current technology platform;
Defining technology to meet the business requirements;
Identifying and recommending short and long-term solutions, including
features,
functionality, and scalability requirements;
Defining technology options and related costs;
Developing long range strategic technology plans;
Developing the business case and defining ROI's;
Defining a short list of vendors that meet the business, technical, and
functional requirements;
Leading the development of the selection criteria and selection of
technology vendors.
