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I need some assistance with these assignment. acd-ip pbx request for proposal (rfp) Thank you in advance for the help!
I need some assistance with these assignment. acd-ip pbx request for proposal (rfp) Thank you in advance for the help! Watson (2008) says that there are several vendors who offer ACD-IP packages in the USA, and they include Avaya, Siemens, Genesys, Interactive Intelligence, and Mitel.
The main distributors of call centers in the USA are Avaya, Siemens, Interactive Intelligence, Mitel, and Genesys. The packages offered by the vendors above include. Avaya, which holds the largest market share in the United States of up to 50%. Avaya provides the Contact Center Express 2.1 and Interaction Center 7.0 packages. For an office setting the Interaction Center, 7.0 will be sufficient to handle all the requirements. The interaction Center package does not have to run over Avaya CM-based Pbx but can be connected to the CTI interface of another model of PBX in Siemens, Ericsson, or Nortel. This offers flexibility as it can run on other vendors' systems. Interaction Center of Avaya offers different reporting options and packages, which provide reporting capabilities in various layers (Brooks, 2014).
Basic reporting comes with the interaction center package, but other priced packages can be added. An additional call management system that runs on a different SunSolaris Server will cost up to $400, but that will offer real-time views of clean and flexible contact center and call activities. The total cost of the basic installation of an Avaya call Interaction Center ranges between $1377 and $ 2877. Additional cost for a reporting center might range between $450 and $950. Interactive Voice Response, Automatic speech recognition, and text to speech packages will also cost a customer more money to implement.
Genesys Telecommunications Laboratories offers a suite called Genesys 7 suite. Genesys 7 suite provides an IP-oriented multimedia contact center that can support many agents and is independent of any existing telephony infrastructure. .
