Technology, System and Vendor Selection
LCI understands that every business environment is different and we work with you to develop what is needed to meet your unique needs. We use a systematic Package Evaluation and Selection (PES) process to assist with the selection of major systems and technology within your Contact Centers, Service Centers, Call Centers, Help Desks, Service Desks, or Shared Service Centers.
This PES process includes selecting and preparing internal team members, developing an evaluation model and selection criteria, eliciting and evaluating vendor responses, deciding on a short list of vendors, and narrowing the list to a finalist.
We ensure that integration with existing systems and infrastructure and compatibility with your Customer Service Strategy are included in all requirements. We make sure your RFP or RFI will compel vendors to disclose pros and cons of proposed solutions, all options for buying or leasing, installation and maintenance issues and the total cost of ownership. We will also review and condense vendor submissions into a summary matrix of key decision factors to facilitate the evaluation of vendor responses.
Our staff will attend all vendor presentations and demonstrations to assist with clarification of your questions relating to system installation, operations and maintenance. In addition, we can also provide assistance with contract, order, and delivery negotiations as needed.
We recognize that the decision to acquire new technology solution must be thoroughly researched and documented. Our proven techniques, tools, and templates enhance the quality and timeliness of the technology/system/vendor selection process. We guide our clients to a consensus decision based on key business needs and how well the solution satisfies the functional, technical, and service requirements of their organization.
Select this link to read more about LCI's Technology and Vendor Solution Evaluation and Selection.