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
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The Course Project is worth 170 points and is comprised of the following deliverable documents.
Week 2: Outline (20 points)
Week 4: Vendor Selection – RFP Draft (50 points)
Week 6: Analysis and Recommendation – Finalized RFP (100 points)
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.
The document shall be your individual and original work. This is not a team project.
Questions concerning the preparation of this document may be discussed in weekly Q & A discussion forums.
Provide detailed analysis of your company’s needs and your vendor selection. It should provide a compelling story in terms of total cost of ownership, product features, scalability, training possibilities, vendor support, performance, and reliability of the solution. Submit it to the Week 6 Course Project Dropbox. Please read the Week 6 Deliverable (finalized RFP) Rubric below to understand how your deliverable will be graded.
