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Running a Successful RFP for CCaaS Services

Julie Gardner  (Director, TechCaliber Consulting)

Shaun Chenault  (Senior Manager, Professional Services, Verizon)

Ashish Seth  (VP Product Management, RingCentral)

Jackie McIntyre  (Senior Manager, Solutions Consulting , Five9)

Location: Sun B

Date: Wednesday, March 27

Time: 3:00 pm - 3:45 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: CX/Contact Center

Vault Recording: TBD

With the continued migration from premise-based contact center solutions to the cloud, CCaaS RFPs are a hot topic. RFPs are a crucial tool to help enterprises identify and select the best fit CCaaS provider and obtain market leading pricing and terms. But enterprises face challenges to understand their demand sets, define comprehensive future state functionality requirements and present use cases to potential CCaaS suppliers, all of which are critical for ensuring CCaaS supplier offerings can be accurately compared on an apples-to-apples basis. In this session, a leading consultant with extensive experience in global CCaaS procurements and deployments will review best practices for CCaaS RFPs and the common pitfalls you need to address. You'll come away equipped to undertake robust CCaaS RFPs and secure a best-in-class deal.

  • How to properly define the RFP demand set, use cases, and future-state requirements
  • An RFP structure that facilitates, not hinders, accurate comparisons across multiple CCaaS providers’ proposals
  • How best to structure solution demonstration sessions to showcase provider functionality and what the providers like/ dislike about these sessions
  • Challenges arising from migrating/ porting your service in multiple global regions including BRIC country requirements and ensuring these complexities are factored into the implementation plan
  • Challenges arising from training of agents and onboarding of new agents
  • Challenges arising from management of the implementation schedule, one-time costs, and ensuring stakeholders are apprised of progress and any delays
  • Issues to monitor once service has moved to run and maintain