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I need help with NETWORK250: Week 1 iLab Activity Voice/VoIP Admin w/Lab




MUST have experience in Computer networking;I need help with NETWORK250: Week 1 iLab Activity Voice/VoIP Admin w/Lab;For this lab, you will be an IT manager that is selecting the best company that satisfies the business requirements outlined by your company in setting up a new call center. Remember this is subjective, so there is no one right answer. The way you decide to set up your evaluation matrix will be different from another?s matrix and that is OK.;You will fill out the attached spreadsheet and write a short summary of how you made your decision, again since these are subjective it is important to point out how you decided to evaluate many of the important features.;In order to work with this RFP problem, use the PBX-ACD side-by-side analysis document included in your iLab page. You will consider this information to be the compiled responses to your RFP from several of the top vendors.;Have fun!;Remember, You are an IT manager and your company is transforming its Customer Service Department into a Call Center facility. You have not had a call center facility as part of your internal network before, so this is all new to you.;An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the correct party, allow callers to record messages, gather usage statistics, balance the use of phone lines, and provide other services.;After doing some research you decided that a Voice Communication System like an ACD (Automatic Call Distributor) is the best solution for your IP Contact Call Center. The total budget assigned for this project is fixed, but for the process of this evaluation, you have some leeway to make up a reasonable number yourself.;You prepared your RFP and sent to the following suppliers;? Avaya;? Genesys;? Interactive Intelligence;? Mitel;? Siemens;An associated document (NETW250PBX-ACDAnalysis.docx) provides an analysis of their answers and is included in the Week 1 iLab page. You will need this document to complete your lab. (This came from Faulkner?s FACCTs online database from the DeVry University library several years ago.);Below is an example of a fictional table partially completed;Item;% in your RFP;Vendor 1;Vendor 2;Vendor 3;Vendor 4;Vendor 5;Experience and Connectivity (40%);Experience of the company;5;5;5;3;0;2;ACD based on Windows;5;Call Center includes 400 agents;15;10;15;8;12;5;Connectivity to current Avaya PBX;15;Multimedia Support (40%);Email `;5;Chat`;5;Voice Mail;5;5;5;5;5;5;IVR;5;Outbound dial;5;CTI integration;5;3;3;5;2;1;URL Browsing `;5;CRM support;5;2;4;5;4;0;Cost (20%);Total Cost;20;5;10;10;5;15;Total Points;100;30;42;36;28;28.


Paper#70698 | Written in 18-Jul-2015

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