Headquarters Call Center

This project will introduce you to an important role of IT/Network Managers: To select an IP PBX solution for the new call center at a company’s headquarters based on the evaluation of the company’s needs and vendors’ VoIP product features. The Chief Information Officer (CIO) would like an 8- to 10-page document (double-spaced, font size 12) that addresses the following tasks.

•After a numerical-matrix evaluation, select one solution from a list of vendors, containing features and capabilities to potentially meet your company’s requirements.

•Justify your recommendation by writing an analysis that supports such a selection based on an overall evaluation of the product and the benefits it will bring to the company.

Guidelines

•Following is the list of vendors for you to choose from.
◦Avaya
◦Genesys
◦Interactive Intelligence
◦Mitel
◦Siemens
•Use the following check list to evaluate each vendor’s product.
◦Experience and Connectivity (40%)◾Experience of the company – 5%
◾ACD based on Windows – 5%
◾Call Center includes 400 agents – 15%
◾Connectivity to current Avaya PBX – 15%

◦Multimedia Support (40%)◾E-mail – 5%
◾Chat – 5%
◾Voice Mail – 5%
◾IVR – 5%
◾Outbound dial – 5%
◾CTI integration – 5%
◾URL Browsing – 5%
◾CRM support – 5%

◦Total Cost (20%)
•The document is intended to be a professional document, and shall only address the company’s business requirements and concerns.
•The document should assign a numeric value/score to each check list item for each vendor’s solution.
•The document should have statements justifying the score given to each feature in the cross-vendor evaluation.

•The primary grading emphasis will be on the similarities and differences among vendors in terms of each checklist item.
•Use each week’s lecture, reading assignments, labs, and discussions as guidance and supporting information for your paper.
•The plagiarism policy is in effect. References to specific product information must be cited throughout the document.
•APA formatting is required for the document.

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