Week 1 lab

Name: Thurman Southern
Professor: Marzouk
Date: 7/12/2014 1. Complete the table in order to decide the winner of your RFP. Assign points to each vendor based on how they meet your requirements for each part of the RFP. This is subjective, but be able to justify your point assignment. (Points in the % in your RFP column add up to 100 to make this easier for you to analyze.) (10 points) Item
% in your RFP
Avaya
Genesys
Interactive Intelligence
Mitel
Siemens
Experience and Connectivity (40%)
Experience of the company
5
5
5
5
5
5
ACD based on Windows
5
5
5
5
5
5
Call Center includes 400 agents

15
15
15
15
15
15
Connectivity to current Avaya PBX

15
15
15
12
0
8
Multimedia Support (40%)
Email

5
5
5
5
5
5
Chat

5
5
5
5
0
0
Voice Mail
5

3
3
3
3
5
IVR

5
4
3
4
3
5
Outbound dial
5

4
5
5
2
0
CTI integration

5
3
5
0
0
5
URL Browsing

5
5
5
5
5
0
CRM support

5
5
5
5
5
5
Cost (20%)
Total Cost
20
15
15
15
15
15
Total Points
100
89
91
84
63
73

.

Your selection is: GENESYS.

2) Evaluating RFPs is a subjective process. Why is this so? What were some of the reasons behind how you chose to evaluate many of the business goals outlined in your evaluation matrix. (5 points)

RFPs is a subjective process because the vendors can be a great choice for implementation in a company. It comes down to specific needs and wants. Genesys seemed to be the best selection out of the other vendors even though they were all very close to supporting the same things. Genesys multimedia support was its biggest benefactor in choosing it as a vendor.

3) Costs are important, but they are not everything. Some people might say just take the lowest possible cost. Is this a valid approach? What are some of the hidden costs? What did you find out about costs and comparing costs as you looked at this information (5 points)

Costs are always