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CTI Call Center System

RFP - Example Questions

   This Ready-to-Use RFP Template Master contains over 1,600 state-of-the-art criteria for selecting computer telephony integration system software solutions that address both call center and PBX needs, and provides capabilities that go far beyond those of a traditional RFP limited to asking vendors simple Yes/No questions about software features. Specialized for use in complex information system environments, this RFP Master collects information from vendors about all apects of the computer telephony integration software implementation project they are proposing.
   Actual screens and questions from this RFP are shown below to illustrate how it enables you to easily collect the unique metrics needed to successfully identify, acquire, and implement the computer telephony integration software solution best suited to your company's needs. (Click thumbnails to enlarge)

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    SAVE WEEKS, even MONTHS OF TIME by using thousands of professionally written CTI software RFP statements & questions to communicate your CTI software system requirements quickly and accurately. No need to re-invent the wheel. View typical RFP Table of Contents.
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    IDENTIFY Feature AVAILABILITY & DELIVERABILITY. Unlike other RFPs, Infotivity RFP Masters automatically collect the information needed to identify BOTH the AVAILABILITY of software features, and their DELIVERABILITY, i.e., HOW those features will be delivered. Each RFP Master includes a Feature Support Matrix (FSM) to automatically capture this information, which can be used to create very accurate and reliable computer telephony integration software system implementation schedules. View samples here.
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    Determine RISK and SUPPORTABILITY. RFP Masters automatically evaluate vendor response data collected to quantitatively determine the SUPPORTABILITY INDEX of each proposed software system. This index ranks the potential support problems inherent in each proposal. Accurately compare the amount of ongoing support needed to keep each proposed CTI call center software system up and running. Measure the true impact of each system on your business over the long term.  View sample here.
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    VENDOR RESPONSE VALIDATION saves time and effort, and reduces errors, when evaluating vendor CTI software proposals. View example here.

For a more detailed description of a vendor CTI response validation Click Here!

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    "APPLES-to-APPLES" COMPARISON of vendor RFP responses (proposals) is assured by extensive use of quantitative RFP questions and full vendor response validation. Compare proposed CTI system software features side-by-side faster and more accurately with the fully automated Color Comparison Chart matrix included with this RFP at no extra charge. View a typical comparison here.
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    EVALUATION RATIOS our RFP with Extended Analysis also calculate many vendor response (proposal) evaluation ratios enabling a very detailed review of each vendor RFP response (proposal).View example here.
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    AUTOMATED WEIGHTED GRADE POINT SCORING is a quantitative measure of how well a proposed CTI software system matches up to your business priorities. This graph compares the overall total scores for each proposed system. This Score is based on all vendor responses except Pricing and Vendor Background. View sample 3-D Bar Chart comparison here.

Please follow this link to view a list of ALL vendor RFP response evaluation tools.

    EASILY CUSTOMIZED to meet your unique computer telephony integration system needs, using basic Excel techniques.
    PROVEN MS EXCEL TECHNOLOGY. Everybody already knows Excel. Save time & effort across the board!
    No installation, no learning curve.


      (See bottom of this page for pricing information.)


      A Detailed & Comprehensive List of:

CTI Call Center System Features

      Very Detailed telephony integration RFP criteria ensure no important business requirements or software features "slip through the cracks".  All are in a quantitative format that guarantees vendor responses will be meaningful, consistent, and easy to compare. All questions are professionally prepared by application specialists to address BOTH the STANDARD features and EXCEPTION CASE software functions required.


      Identify BOTH CTI Software Features Availability and Deliverability

      Unlike other RFPs that try (and fail) to gather useful solutions data about complex computer telephony integration system features, RFP Masters are not constrained to the use of summary-level "Yes" or "No" answers. This RFP Master uses a Feature Support Matrix (FSM) that identify BOTH feature AVAILABILITY and DELIVERY Method. This RFP Master function is useful during both the computer telephony integration software selection AND the system implementation phases of large projects because it enables effective Earned Value Management through detailed cross-referencing of usable software functionality and vendor invoicing.


      Determine the Risk & Supportability of Proposed

CTI Call Center Software Solutions

      Unlike other RFPs, an RFP Master can illustrate potential support problems (and risk) inherent in vendor software proposals. The Feature Support Matrix (FSM) used in each RFP Master categorizes the inherent risk posed for each criteria, and uses that information to calculate the SUPPORTABILITY INDEX for each vendor RFP response. For example, a feature delivered "out of the box" FULLY SUPPORTED is less risky than one delivered through custom programming, even if the programming is free. This RFP Master function is useful during both the software selection AND the implementation phases of a large computer telephony integration system because it enables effective Earned Value Management through detailed cross-referencing of usable software functionality and vendor invoicing.


      Weighted Grade Score Graph

      Compares the Weighted Grade Point Score calculated for each proposed system. This is calculated as follows: The vendor response to each RFP question is assigned an unweighted "raw" score. This raw score is then multiplied by the weight factor you entered previously (default = 1) for that RFP question to calculate the weighted score for each response. All of these individual scores are then totaled for use in this comparison. This score is essentially a measure of how well a computer telephony integration software system fits your business and software needs, prioritized by the weight (importance level) you assigned to each question in the RFP. In essence, this score measures the SUITABILITY of each proposed software system to your overall requirements. . NOTE this score measures just software functionality, and does not include any measure of vendor background, expertise, support, or programming ability.


      Color-Coded, "Apples-to-Apples" Comparison of Proposed Systems

CTI Software Comparison

      These comparison matrices automatically change vendor response cell background color to GREEN, YELLOW, or RED, to reflect how favorable each response is to your needs! Compared to the tedious task of reviewing hundreds of mono-color Yes/No answers, these colored responses allow problem areas to be spotted more easily, and risk assessment is made much more accurate. All required response comparison matrices are included and ready-to-use! Quickly and easily compare computer telephony integration software system proposals side-by-side, feature by feature, in detailed comparisons you control! Keep your project on-schedule and under-budget.


      Evaluation Ratios

      The Screen below describes all of the Vendor RFP Response evaluation ratios automatically calculated in our software RFP Masters:


      Vendor Response Input Validation.

      Vendors must answer each RFP question by choosing from a pre-defined list of possible responses. See below for an example of this drop-down list. This forces all vendors to respond to each computer telephony integration (CTI) software question in a consistent, standard manner. Eliminates the days of time typically wasted trying to compare the inconsistent or incomplete vendor responses obtained by using traditional, non-quantitative RFP questions! Ensures vendor proposals are easy to compare and evaluate!


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