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View RFP Topic Details Here
View RFP Topic Details Here
View RFP Topic Details Here
View RFP Topic Details Here
View RFP Topic Details Here
View RFP Topic Details Here
View RFP Topic Details Here
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View RFP Topic Details Here

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  • 1. Request for Proposal Computer Telephony Integration (CTI) Software The RFP Master for Computer Telephony Integration (CTI) software is very comprehensive, with many detailed questions targeting both normal and "exception case" business situations. The topic categories found in the CTI software RFP Master are shown below, followed by sample RFP questions and vendor response comparisons. Please use our secure order page to purchase this RFP Master. GLOBAL SOFTWARE CHARACTERISTICS Maturity of Product ISO Quality in Use Metrics Architectural Issues / System Scalability Server/Client OS Support Database Support/Data Interface Reporting Capabilities Query Functionality User-Defined Parameters Application Interfaces Programming Toolkit 3rd Party ERP Interface Wireless Technology support PABX/CTI System Interface SYSTEM SPECIFICATIONS Complete Implementation Omissions Included New Material Only Non-Blocking Status Slot / Card Labeling CPU Topics Memory Issues Software Version Issues Slot / Card Type Functions Limitations LAN-based Software Options Phone Types CTI Features Breakout / Optional T-1 PRI Issues Speed Dial Power Loss ENTERPRISE COMMUNICATIONS PBX Functions / Integration TAPI Interface Multiple Sites Call Center Functions Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 2. Request for Proposal Computer Telephony Integration (CTI) Software Privilege Control Multi-Party Conferences Visual Conferences Find / Follow / Meet Me Camp and Park Hunt Groups WORK STATUS Work status Indicators User Defined Work Status Desktop Status Changes Telephone Status Changes CTI ARCHITECTURE OPEN Systems Client / Server APIs TCP / IP Protocol Fault Tolerance STA Telephone Boards Universal Line Ports IVR functionality Voice Mail Automated Call Distribution Web/E-commerce/Account Access Hardware Integration Issues WEB INTEGRATION Queue Issue Web Collaboration Web Chat Chat Service Agent Picture Push Objects Pre-Defend Text Responses Web Call Back Web Help Programmed Dynamic Responses SYSTEM ADMINISTRATION Multiple Interaction Types Adding New Lines Adding New Stations Adding New Workgroups Adding New Users Administration Screen Administration Functionality Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 3. Request for Proposal Computer Telephony Integration (CTI) Software Reporting Functions Report / Printer Accessibility Web / HTML Interface ACD SYSTEM IVR Integration Music On Hold Messaging On-Hold Message Option Call Routing Option Unlimited Routing Intelligent Routing Issues Back-Up Configuration Options Skills Weighting Set Skill By IVR Selection Caller Prioritization User Defined Routing Overflow To Queue Skill Based Routing Issues IVR SYSTEM Needs Overview Proposed System Description Database Connections N+1 Clustering Fax Support Voice Prompt Issues Languages Support Speech Recognition Information Access Methods Host Session Types Stored DB Procedures UNIFIED MESSAGING Full Unified Messaging Functions Other PBXs Mail Servers / Storage Message Access Announcements Email To Speech / Telephone Fax Issues PROGRAMMING INTERFACE Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 4. Request for Proposal Computer Telephony Integration (CTI) Software Documented API GUI Design Tools Editors STATIONS Requirements Features ATTENDANT FEATURES Feature Checklist DSS – BLF features WIRING Cable Plant Jacks HVAC REQUIREMENTS HVAC Specs Electrical Requirements Battery Backup NIGHT SERVICE Night Functions POWER FAILURE Memory Inpact Battery Backup Pre-programming DATA CAPABILITIES Data / LAN Hardware Requirements ANCILLARY DEVICE PC Based Voice Mail TRAINING WARRANTIES MAINTENANCE Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 5. Request for Proposal Computer Telephony Integration (CTI) Software Records Required Response Time Dispatch Issues Parts Warehouse Service Staff Background TRADE - IN INSTALLATION AND CUTOVER Definition Performance Grace Period Cutover Period Comprehensive Plan Cutover FINAL ACCEPTANCE Definition Options Delays FOUNDATION ISSUES Organization History Project Summary/Definitions Vendor/Bidder Interest & Commitment Project Schedule Vendor/Bidder Conference Right to Negotiate/Cancel/Modify Contract Management/Legal Topics No Award Guarantee Firm Pricing Required Vendor/Bidder Interest & Commitment References Required BIDDER’S CONFERENCE EXCEPTIONS TO REQUIREMENTS RESPONSE FORMATS Price Section Format Controls Required Responses Required Collateral Causes for Rejection Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 6. Request for Proposal Computer Telephony Integration (CTI) Software Itemize Components LIABILITIES AND INSURANCE Insurance Required Sub-Insurance Coverage Customer Indemnification Royalties / Licensing Fees BIDDER QUALIFICATIONS Similar Installations Subcontractor ID Customer List PRICING PAYMENT SCHEDULE RFP QUESTION EXAMPLES Some sample questions typical for both the Word and Excel versions of the WMS RFP are shown here. Although the same questions are used in both, please remember there are some important differences between the Word and Excel versions. Only the Excel version offers the Feature Support Matrix function, built-in Weighted Grade Point Scoring and Side-by-Side vendor response comparisons such as the sample shown. For more detailed information about the Excel version please visit this link: http://www.infotivity.com/excel_rfp_samples.html A sample from the SALES CYCLE ANALYSIS section: Does the proposed software enable the user to present Sales Cycle Report information in summary form via pie charts, bar charts, line drawings, or other pertinent charting method? . A sample from the SALES COACHING section: Can Sales Coaching information content focused on the specific status of a given sales opportunity be displayed on-screen? WEIGHTED GRADE SCORE & FEATURE COMPARISONS: Excel version only. Distribute RFPs and receive vendor RFP responses electronically. Almost instantly compare vendor responses (proposals) side-by-side in detail or 3-D bar chart form. Compare Weighted Grade Point Scores or Response Features (next page). Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved
  • 7. Request for Proposal Computer Telephony Integration (CTI) Software Compare vendor RFP responses side-by-side at the detail level using the RFP Master Response Evaluation spreadsheet! Copyright © 2000 – 2003 Infotivity Technologies, Inc. All Rights Reserved

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