RFP 101: Key Demands to Include for Cloud Contact Center CRMs

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Cloud Contact Center CRMs

There is no getting around a request for proposal (RFP) when searching for cloud CRM software. After all, the RFP is your chance to communicate directly with a large number of vendors and tell them exactly what you are searching for.

The main challenge in creating an RFP though, is creating a list of demands. It requires taking a hard look at your contact center and determining your core needs as well as understanding what is available on the market.

Here are some cutting-edge technologies you should consider:

Flexible CRM design: Call center agents should be using CRM software that is simple to use, yet flexible and innovative. One example of flexible CRM technology is a floating call window that can move across the desktop. With this type of technology,  offered by Salesforce, agents can move back and forth between different windows without losing sight of the customer on the line.

Self-service: Make it clear you want a CRM solution that enables after-hours customer care. Automated chat bots, for instance, which can carry on automatic text-based conversations with customers, are one of the hottest up-and-coming technologies. This should be a deal-breaker. You should also look for customizable interactive voice response, too.

Browser-agnostic deployment: To avoid running into deployment complications, it’s vital to invest in a Web-based CRM that can work over any browser—from Firefox to Internet Explorer. Steer clear of CRM solutions that only work with select versions, as this will confuse end users and create blowback for IT, who will have to respond to users who cannot connect.

Agent monitoring: Not all CRM solutions come with advanced monitoring capabilities. Supervisors need to be able to check in on agents for training, and also for quality control purposes. Your CRM platform should provide real-time statistics, messaging and file-sharing capabilities for easy collaboration.

Of course, these are just a few tips to include in your RFP. Contact Bright Pattern today, and we’ll be happy to walk you through the RFP process to ensure that you get the most out of this critical document!

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