Tech-Gofer

EXECUTIVE SUMMARY Of CONTACT CENTER SOLUTIONS For ABC COMPANY By TECH-GOFER

Project Overview:

ABC COMPANY is looking for an inbound/outbound omnichannel CCaaS solution for 30-40 users to start which seamlessly works with their CRM, Salesforce. Requirements in the solutions include skills-based routing, IVR, call recording, QM, WFM, queue callback, offer omni channel capabilities and agent scripting with the ability to have all workers working remote in both the US and Latin America. Ideally, the solution will allow for better elasticity for seasonal call spikes, meet PCI and other industry compliances, improve analytics and offer self- management capabilities while avoiding complex day to day management. The solution must offer a single user “pane of glass” to use within Salesforce and “out of the box” integration with other software. Turn up date for the new solution is July 1 st 2020.

Outstanding items to clarify with vendors directly is WFM integration options, clarifications on the predictive dialer and what level of PCI Compliance is required.

Our Recommendations

Five9: Cost competitive, Longest standing brands in Contact Center space, lots of software integrations out of the box, multiple partnerships to seamless cover UCaaS/Normal users, Leader on Gartner’s Magic Quadrant with high level customer care/implementation. Very high level Virtual Agent capabilities

Talk Desk: Offers a lower cost, lots of software integrations out of the box, multiple partnerships to seamless cover UCaaS users, PCI Compliance options, strong on Gartner’s Magic Quadrant with high level customer care/implementation. As a newer company built in the cloud, they offer some cutting edge tech/integrations vs the older companies

NewVoiceMedia/Vonage: Probably the strongest Salesforce Integration via NewVoiceMedia with integration with Vonage for UCaaS. Costs are competitive, Medium customer support and we will want to vet them on the implementation as our experience with Vonage has been negative.

Sharpen: Competitive Pricing, great implementation and can help meet all PCI compliance requirements. They are the only platform that was built with “gamification” meaning it makes the User experience the priority and even providers scoring of how well Users are using the system which correlates to less Employee turnover. SF Integration likely meets all requirements, As a newer company built in the cloud, they offer some cutting edge tech/integrations vs the older companies like Five9s/InContact

Serenova: Has a couple flavors of SF Integration, but can go very deep – single pane of glass. WFM integrations include Collabrio, TeliOpti and Proscheduler (they acquired a few months ago). Competitive Cost; Do not do predictive dialing, they do progressive so we’ll want to clarify what the exact needs are here to see if they can accommodate. Shortly announcing a partnership with Fuze for UCaaS, but are open to working with any UCaaS.

*Other Vendor options below offer similar functionality/integration at a higher cost without justifiable specifics; we are happy to schedule demos with any vendor or vendors though or clarify our recommendations if needed.

VENDOR PRICING OVERVIEW

Serenova – $7420 monthly, $13,200 install; 36 month term – Concurrent Agents Sharpen – $9202 monthly; $42230 install – 12 Month Term – NAMED Agents (required for WFM integration) Talk Desk – $8500 monthly; $10,000 install – 36 month term – Concurrent or Named New Voice Media/Vonage – $9500 monthly; $10,000 install – 36 Month Term – Concurrent or Named *Will not provide an official quote until a Demo directly with Client; very budgetary pricing above NICE/InContact – $10300 monthly; $48000 install – 36 Month Term –Named Agents Genesys – $10114.32 monthly, $30,230 install – 12 Month Term; Concurrent Users Five9’s – $12080 monthly, $46630 install – 36 month – Concurrent Agents Ring Central – You can buy InContact’s solution through them, same features/functionality with their own engineers, who then could also program the UCaaS portion all 1 invoice and portal to manage

*Pricing Based on 40 Contact Center Users and 4 Supervisors
** Taxes and Fees are NOT included
*** All pricing is budgetary and subject to being updated following Demos
****Workforce Management Integration included

ADDITIONAL VENDOR INFO

SHARED FOLDER LINK:

https://drive.google.com/open?id=1HokxJgcwWchg1erqDku3_yBszqLXP9iD

Serenova:
Quote, Company info and specific Salesforce Integration information
available in the shared folder.

TalkDesk:

PowerDMS customer story
Salesforce Integration – we’re the only CCaaS vendor that SFDC invested in

Highest rated Contact Center on the market
Talkdesk a Leader in Gartner MQ (1 of only 3 across NAM & EMEA)
Talkdesk Innovation Timeline – most innovative CCaaS vendor on the market
Talkdesk 100% Uptime SLA – only in the industry
Talkdesk AppConnect – the 1st enterprise app store for Contact Centers

Genesys:

We have a consolidated package that is $35K that would cover getting voice, callback, recording policies, quality evaluations, CRM integration with 3 data actions, email routing, chat routing, 16 hours of training, 40 hours of go-live support, and 30 days after go-live to check in to see if everything is going well on the project. I believe this could be a great way to get them up and live within 60 days of project kickoff. I can provide more information if the customer is interested in this 60 day go-live package. A 1 page document is in the shared folder

A 1 page document is in the shared folder about their SalesForce Integration and
listed below are 2 online resources:
Marketing Collateral from Genesys on the Salesforce Integration –
https://appfoundry.genesys.com/filter/genesyscloud/listing/0be859e5-1774-48fa-ac5f-1c9f142013f8

Marketing Collateral from Salesforce about Genesys’ solution –

https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000000pvMdEAI

NICE/InContact:

Our Salesforce integration will be able to match the other vendors on SFDC functionality. Where
NiC is going to differentiate is in two unique areas. First is a unified interface with all digital
social channels they are after and second is QM and WFM all built and maintained in a single
suite. GigaMonster won’t need to rely on crazy integrations and white labeled OEM products to
piece meal a solution together, as they probably already know that’s not a great long-term
solution.
Five9s:
Quote and 1 Page Fact sheet within the Five9’s folder. Note their quote includes:
Five9 Virtual Observer (Previously know as CSI)
Workforce Management

Quality Management/Score carding
LightsOut – Call recording redaction for PCI

Five9s:

Quote and 1 Page Fact sheet within the Five9’s folder. Note their quote includes:

Five9 Virtual Observer (Previously know as CSI)

  • Workforce Management
  •  Quality Management/Score carding
  • LightsOut – Call recording redaction for PCI