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Generic Qualification Questions

High Level

• What are your top 3 challenges with your contact centre platform today?

• What are your top 3 business drivers you are looking to drive with the Contact Centre technology going forward? e.g.
• Engaging Citizen's by opening up the smartphone channel
• Digital channel engagement (webchat, knowledgebase, etc),
• Automation (i.e. Self Service)?

• Are you looking for a cloud solution, an on premise
solution or a hybrid solution?

• Do you have an integrated solution (Voice, Video, Presence, Big Data) that’s easy to use and easy to manage?

• Are FCR (First Call Resolution) and NPS (Net Promoter Score) metrics important to you?