I am often asked to assist companies with a Request For Proposal (RFP) for contact center software (ACD, Workforce Management, Quality Recording, etc.). The following provides a high level outline for an RFP.
SJS Solutions, LLC
Contact/Call Center Consulting
The outline provided above is only a guideline. In order to execute an effective RFP process additional elements are required including a "deep dive" into each of the sections noted above along with a detailed project plan.
Please feel free to reach out to me for additional details on how to create and manage an effective RFP process.
I can be reached by email at firstname.lastname@example.org or by phone at 610-636-1613.
1.0 Vendor Background
2.0 Summary of Response
3.0 User Requirements
4.0 Additional Features Supported
6.0 Technology and Connectivity
11.0 Project Management and Schedule
12.0 Maintenance and Support
13.0 Strategic Partners