Use the RFP to Challenge Contact Center Vendors
July 24, 2014
July 24, 2014
Requests for proposals (RFP) have been the foundation of procurement processes for decades. The assumption has been that vendor responses to the same set of requirements will allow a more balanced evaluation and selection process. RFPs also instill a sort of security by helping the communication service provider (CSP) feel assured that little is left to chance.
If this is true, you’re not challenging your prospective contact center vendors enough to find the true differentiators that can result in the best choice.
Here are a few reasons to encourage contact center vendors to color outside the lines:
A few examples:
The Internet of Things will introduce new potential for subscribers, as will mobile broadband. Extending network value by creating cloud computing services for subscribers can also shift business models and create new revenue streams. The home network offers new opportunities for the creation of on-demand and online products and services that will cater to changing tastes in how subscribers consume entertainment, secure their homes, manage power and replace what’s in their refrigerators.
As these changes become mainstream, CSPs have unique opportunities to provide and support new service delivery to customers. The contact vendor you select should be able to demonstrate their capacity for helping your company to evolve the customer experience as it brings these next-generation services to market.
By using the RFP to challenge contact center vendors, you’ll find that vendors with vision can smooth the procurement process by addressing stated needs and helping you to envision where the future lies. Vendors that know how to play the game and know when to step up to make suggestions that add to the process, rather than put obstacles in the way, will help your customers to make the transition to adopting future services more easily.