Loading...

Survey Form for Contact Center System

VENDOR INFORMATION

MAIN CONTACT FOR RFP

QUESTIONS

  1. Is your company U.S. based with its headquarters located in the United States?
  2. Is cloud based omnichannel contact center your core product offering?
  3. Has your company been offering cloud based contact center services for a minimum of 5 years?
  4. Is your organization's annual revenue $20 million or higher?
  5. Does your company currently have at least 5 customers serving 911 and/or emergency/crisis applications?
  6. Does your company currently have at least 10 customers on your CCaaS platform with 5000 or more agents?
  7. Does your company currently have at least 5 customers with at least 100 contact centers on a single platform?
  8. Does your company provide concurrent licenses and up to one year ramp up?
  9. Is your company HIPPA compliant and HITRUST certified?
  10. Does your platform provide administration of contact centers, ACD functionality, all routing, announcements, and reports through a single pane of glass?
  11. Does your platform provide native integration with salesforce and other CRM platforms?
  12. Does your telephony channel currently have the capacity to handle 30,000 calls within a 5 minute period and does it have the ability to route calls in a bridged mode, network based blind transfer, and application for up to 7 different locations?
  13. Does your platform include work force optimization/management?
  14. Does your platform provide real time transcriptions and have AI to identify sentiment and initiate notification if certain words or phrases are used?
  15. Does your omnichannel platform provide the ability to process and route voice, sms, chat, social media, video, and email with the ability to switch from one channel to another within the same engagement?
  16. Is your platform capable of interfacing with other cloud and on-prem phone systems to confirm available counselor/agent prior to sending contact and collect all contact data points, including Avaya, Genesis Cloud and Connect, Vonage, NICE inContact, Mitel, Evolve IP, and Cisco as a minimum requirement?
  17. Is your platform capable of pulling data from all facets of your platform, multiple CRM platforms and interfaced systems to a single data warehouse for reporting and analytics?
Download Vibrant NDA