2. Current Situation
We are currently using a Cisco Contact Center
licensed for 25 seats.
Our business needs have grown, and now Pubali
Bank Plc. require a solution that can support up
to 100 agents.
3. Assessment Result
Increased demand: Increase of business needs as new
products launched.
Agent growth: Agent growth as per timeline required
Functionality needs: New products and marketing
purpose.
Integration needs: Integration with newly developed
products.
5. Upgrade Options
License Upgrade: Need to upgrade license to increase our
current 25-seat license to 100 seats. This may be the
simplest and most cost-effective option if your current
infrastructure can handle the additional agents.
New Deployment: Current Cisco Contact Center Express
solution specifically designed for a 400 agent. The current
system is fair enough to support the increased capacity.
Few additional recording and storage solution may
required for identical service in both DC and DR.
6. Cost and ROI Analysis
Compare costs: After getting budgetary from OEM we
shall analyze the cost of both upgrade options, including
licensing fees, hardware requirements, and potential
implementation costs.
Return on Investment (ROI): Consider the potential
return on investment (ROI) associated with the upgrade.
This could include improved customer service, increased
agent efficiency, and cost savings through features like
automated call routing or self-service options.
7. Next Steps
Consult with Cisco: We will have Schedule for
consultation with a Cisco representative to discuss your
specific needs and explore the most suitable upgrade path
based on your business requirements and budget.
Engage a System Integrator: Consider working with a
Cisco-certified system integrator Such as new AMC winner
of CC or Managed Service provider who can assist with the
upgrade process, configuration, and migration of your
existing data and settings.
8. Remarks
By addressing these questions and considerations and
facts, we can create a well-informed decision regarding
upgrading our Cisco Contact Center from 25 seats to 100
seats.
Needs to Remember, it's crucial to involve relevant
stakeholders and Others teams throughout the process to
ensure a smooth and successful upgrade.
9. Agent workplace
100 Agent seat sitting place defined by the management.
Either own building or rented.
PAAS/SAAS based end to end solution including manpower
and sitting arrangement option). In other word Managed
Services & Solutions”
