Call Center Vendors

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:

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More papers on Call Center Vendors:

• Research Paper # 45223 : "Vendor Selection for Three Call Centers"
• Analytical Essay # 146491 : "Call Center Management and Quality Assurance"
• Case Study # 43278 : "Midland Call Center"

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