SELECTING A UNIFIED COMMUNICATIONS SOLUTION

Posted: September 25th, 2015

• Briefly describe your company, its products and its customers and then its strategy detailing how it normally has contact with new and long-term customers.
• Briefly describe how you staff your helpdesk – hours of service; number of staff; competencies of staff; escalation procedures and service level agreements.
• Define four related KPIs.
• List the various channels that your customers may use to contact you and the channels you would use to contact them (eg eMail).
• List the core requirements the Unified Communications tools must provide – classify them as Mandatory/Important/Beneficial.
• Search for 3 possible solutions on Google and very briefly describe them.
• List the criteria you would use to perform a weighted scoring analysis of various packages showing the percentages (which must add to 100%). Note: you must include costs in some form.
• Complete the Weighted Scoring Analysis of the 3 packages.  and summarise your conclusion.