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Contact Center Technology Vendor Selection

Vendor Selection

Making an effective, future-oriented decision for contact center technology can be a timely and expensive project. Organizing and gathering technology requirements from stakeholders on your own can be a challenging process. But choosing ICMI’s Technology Vendor Selection Services will ensure that your organization ends up with the perfect system for your needs. We’ll guide you through the entire process and provide organized, unbiased vendor selection, regardless of the type of technology you seek. Our team will prioritize your technology design needs and guide your teams through all stages.


Vendor Scorecard

Get an inside look at the criteria ICMI uses to grade and compare technology vendors.

  Free Sneak Peek  Full Scorecard


Vendor Selection Types

ICMI Consultants are well-versed on a great number of technology types and vendors. Typical vendor selection projects include one or more of the following types of contact center technology:

Contact Center Technology Vendor Array

  • Telephone services
  • Unified Communications
  • AI, Automation & Chatbot
  • Contact Center as a Service
  • Workforce Management
  • Workforce Optimization
  • CRM
  • Business Intelligence
  • Text/Speech Analytics
  • IVR
  • Video Chat/Live Video Calling
  • Microlearning or Learning Management

**Not sure whether or not you need to be shopping for new technology? ICMI offers a Technology Optimization Assessment designed to analyze and identify gaps in your currently technology systems and provide a clear roadmap to success.

How It Works

Our vendor selection process focuses on seven major areas, which represents an organized and logical process for contact center technology vendor selection.

  1. Current Contracts and Providers
  2. Strategy
  3. Viable Options
  4. Enhancements
  5. Technology Considerations
  6. Efficiency and Effectiveness Observations
  7. Competition or Benchmarks.

Technology Assessment Deliverables

Technology RFP Development & Vendor Selection: An ICMI Consultant will conduct an assessment of contact center technology business requirements and their current technology landscape by conducting a virtual site visit or in-person onsite visit. During the site visit, the ICMI Consultant will meet to solidify and document business requirements specific to the technology landscape.

Specific deliverables covered in the ICMI Vendor selection process include:

  • Discussion on CX strategy vision & the efficiency/effectiveness goals
  • Confirmation of business and technical requirements of the desired solution
  • Develop vendor scorecard
  • Identify vendor options
  • RFP development
  • Vendor demos and coordination
  • Vendor scoring
  • Vendor negotiation & selection

Ready to get Started?