Process
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We ensure our clients are competently represented at every touchpoint of the due diligence process – from discovery, building detailed requirements documentation, technology selection, contract and pricing negotiation, all the way through to successful implementation and ongoing life-cycle management.
Phase 1
Understanding Requirements, Current-State, and Goals
- Data gathering of current environment – technology, utilization, integrations, clients, stakeholders, gap analysis, feedback of existing provider(s)
- Confirm current contractual obligations, terms, pricing, and costs
- Identify and document cross-organizational needs (Sales, Service, Support, IT, Finance, etc.) to ensure solution addresses macro requirements to achieve optimal efficiencies
- Understanding budget targets to balance technical requirements and corporate financial targets
Phase 2
Define Project Scope, Document Requirements, Implement Bid Process
- Capture requirements (via stakeholder interviews and agent side-by-sides) in a detailed Requirements Document (RD) that is signed-off on by all stakeholders
- Based on requirements, narrow list of participating providers in process, initiate demo process with providers, and document capabilities on RD
- Begin ROI/TCO modeling
- Select finalists and move to second round of refined demos
- Complete vendor scorecards by stakeholders and select winning provider
- Craft Executive Summary for final business case approval
Phase 3
Contracting, Ordering, Implementation, and Ongoing Management
- Negotiate final pricing and terms, finalize ROI/TCO models, present contracts for execution; leverage PeakView’s knowledge of current market economics
- Define timeline for implementation, and a cadence for project management
- PeakView will assign a dedicated Account Manager and Project Overseer
- PeakView will provide dedicated ongoing support, education, vendor advocacy, and establish a cadence of regular business reviews
Deliver Exceptional Customer Experiences
Our cloud contact center experts can help you manage vendor selection with a proven, data-driven process to find the best solution for your business.
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