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Call Center Vendors


# 45302
Call Center Vendors
A look at vendor selection criteria for three call center vendors.
13,370 words (approx. 53.5 pages) | 5 sources | MLA | 2003 United States


Paper Summary:

In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.

Introduction
Selection Criteria:
Vender Aspects - History
Pricing
Architecture of Switching System
Technical Features of the Automatic Call Distributor
Functional Aspects of the Telephones and the Agents
Software Development
Systems Management
Disaster Recovery
Avaya Inc
Lucent Technologies
Siebel Systems, Inc.
Comparison of Vendors

From the Paper:

"ADKAR is a model and a technique used by employees to help them understand where the organization is in the change management process. Managers to help identify gaps in the change management process can also use it. By using the technique, they can aid their employees through the process."

Cite this paper

APA Citation:

Call Center Vendors (2012, January 15). Retrieved February 11, 2012, from http://www.academon.com/Business-Plan-Call-Center-Vendors/45302

MLA Citation:

"Call Center Vendors" 15 January 2012. Web. 11 Feb. 2012. <http://www.academon.com/Business-Plan-Call-Center-Vendors/45302>




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US
Publisher Since:
Sep 25, 2003
Information Technology is the fast paced business to businnes/business to customer environment, dealing with global communications, graphics, Enterprise resource planning, BPR, Supply Chain Management, database protocol, Change mangement and human interfaces with the computer.
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