Contact Center System Selection Analysis

Client Need: A Fortune 500 company requested assistance with vendor selection for an enterprise-wide IVR system including implementation management of the new system, and coordination of a concurrent call routing system implementation from a second vendor.

Solution: BenchMark assessed client needs and developed an RFP. Vendor cost negotiations with finalists and selection recommendations were made in partnership with the client. BenchMark managed the system installation and identified as well as resolved the majority of the integration issues associated with the new call routing system.

Results: Negotiations with the finalists facilitated by BenchMark reduced the cost of the selected system by $250,000 and saved an additional $90,000 in implementation costs. The IVR system solution and associated process improvements contributed to an annual savings of $526,000 in network toll charges.