IQA CCaaS

Contact Center as a Service (CCaaS) is a Software as a Service (SaaS) solution that replaces traditional brick-and-mortar call centers platforms, allowing agents to work from any location. Additional benefits include built-in redundancy, flexibility, and scalability.

Required Info

Please share the main reasons your organization is contacted by your customers. * What you want to improve about the customer experience? *

Why are you considering a new Contact Center platform? *

I have a legacy contact center platform that is end-of-life or that is out of warranty I have experienced a recent outage and want a more reliable solution I have a service contract expiring soon and want to explore my options I am paying too much for my current solution I am not satisfied with the quality of technical support I receive I have outgrown my current system or have a seasonal business and need something that scales I no longer want to be responsible for managing my contact center environment I have too many disparate systems and want to consolidate to a cloud-based solution Other

Current call/contact center solution (check all that apply) *

Alvaria (Aspect Software) Alvaria (Noble Systems) Avaya Cisco Enghouse Interactive Genesys/Interactive Intelligence Mitel CCaaS Other

# Total (Named) Agents * # Concurrent Agents * # Supervisors *

Do you have days of the week, weeks of month, or months of the year when you struggle staffing? *

Yes No

Type of Contact Center *

Inbound only Outbound Campaign Dialer Only Inbound & Outbound Campaign Dialer

Are you also interested in Branded Calling, to improve answer rates on calls to mobile numbers? *

Yes No

Required Outbound Dialer

Manual (TCPA compliant) Agentless Power Preview Progressive Predictive Not Sure Yet

Monthly Call Volume (minutes/month) * What Dialer solution are you using today? What PBX system are you using today? *

Desired Voice Solution *

Move to a New CCaaS solution - no existing PBX or UC provider integration is required Move to a New CCaaS solution - integrate with my existing PBX or UC provider Move to a New CCaaS and New UCaaS solution Other

What channels will agents utilize now or in the future?

Voice Chat Email Fax MMS SMS Social Video

Required Contact Center Features *

Agent Scripting Barge/Takeover Co-browse Queue Call Back Screen Recording Speech/Text Analytics Surveys/CSAT Whisper Function Other

Are you interested in Quality Management or Workforce Management? *

Yes, both Yes, QM only Yes, WFM only No, neither

Do you have a CRM, ticketing system, ERP, etc.? *

Yes No, but I'm looking into one Yes, WFM only

Compliance Standards Required *

What are you doing to maintain compliance today? * Are you required to purchase only from a select list of technology vendors approved by a government purchasing vehicle/contract? If so, please name the government purchasing vehicle/contract (ex. NASPO), and approved vendors (if known). *

Do you require any of the following Artificial Intelligence capabilities? *

AI-derived CSAT Business Insights Chatbots Quality Assurance Scoring Virtual Assistants for Human Agents (Agent Assist) Voice Bot (IVA) Sentiment Analysis Other

If applicable, what benefits to your business are you seeking from Artificial Intelligence in your contact center? What is your expected "Go Live" date for this project? * What is the goal of this project? *

Cloud PBX/UCaaS

Total # of UCaaS users in scope for this project? What is your current PBX system in place? If applicable, please list the countries and user counts where international PSTN replacement services are needed.

Do you plan to use Microsoft Teams to make phone calls?

Yes No Unsure

Feature Requirements

Helpful Info

What benefits are you seeking from a new Contact Center platform?

What happens if you remain on the technology in place today? Where do you presently generate your reporting? Existing platform's dashboard, PowerBI, Excel, PDF, etc.? What are your most important KPIs (key performance indicators) that you're looking to improve?

Phone Numbers

I want new numbers from the CCaaS provider. I want to port over existing numbers to the CCaaS provider. My existing carrier will maintain ownership of my numbers.

Which carrier owns the numbers today?

Agent Location(s) in Scope

US Canada Latin/South America EMEA APAC Other

To which countries do you need to place outbound calls? What are your hours of operation? Budget ($/user/month)

Are you considering outsourcing your contact center and would like to investigate the potential benefits of a Business Process Outsourcer (BPO)?

No thank you Yes please

Are you willing to pay extra for onsite implementation?

Yes, I am willing to pay extra for onsite implementation No, I am comfortable working with the supplier's remote support for implementation and agent training.

Are you also interested in implementing a Virtual Desktop/Desktop as a Service (DaaS) solution at this time?

Yes No Not sure - would like to know more

Are you interested in a Learning Management System (LMS) platform, for next generation learning and development?

Yes No

Are you interested in a Sales Execution platform, to increase sales closure rates?

Yes No

Please describe any other requirements from the supplier regarding implementation and post-install support.

Attachment (please attach any specifications, diagrams, or equipment lists)

Accepted file types: .xls,.xlsx,.odt,.csv,.tsv,.txt,.doc,.docx,.pdf

Are there specific vendors you would like to INCLUDE? Are there specific vendors you would like to EXCLUDE?

Administration

First Name (Client) * Last Name * Title Email Address * Phone Number * Company * # Employees * Industry * HQ Address * Address Line 2 City *

Country

USA Canada UK

Postal Code Trusted Advisor / Account Manager TA/AM Email Address TA/AM Phone Number

Fields marked with * are required