Product Description

The Call Center Software Business Requirements Matrix lists essential features and functionality companies seek in enterprise-grade call center software solutions to manage customer communications and interactions effectively and efficiently.

Call center software allows customer service agents or similar staff to manage customer communications, interactions, and transactions in a centralized and optimized manner. Call center software is crucial to companies’ efforts to be customer-centric and engage customers to facilitate transactions, upsell and cross-sell goods and services, and provide customer service.

While evaluating competing Call Center Software Solutions, a pre-built and customizable business requirements list helps avoid countless white boarding sessions or relying on business domain experts for every functionality.

As a business or enterprise architect, your role is to provide an integrated architecture perspective for a specific business need that necessitates a software platform. A comprehensive list of Call Center Platform features and functionality will allow you to think holistically and offer pragmatic design and architectural patterns.

An enterprise’s typical business requirements for Call Center or Contact Center Software are listed in several categories and amount to about <65> functional features. In addition, it also includes about 100 non-functional features. The deliverable consists of brief descriptions of each of the features and functions. The goal is to offer a customizable, comprehensive list to allow you to tailor it to your enterprise needs. Please feel free to add, modify, delete or combine the list of items.

In addition, we also provide a simple template with a list of top Call Center Software Platforms to enable you to conduct a comparative evaluation. The template is blank, is a starting point, and does not cover all the Solutions. You may include and exclude the appropriate tools that are under consideration in your enterprise.

The business requirements list for Call Center Platforms can be used as a starting point for issuing an RFP (Request for Proposal), Evaluating competing backup software tools, and as a springboard for documenting business and technical requirements.

Why should you pay for Call Center Software Business Requirements Matrix?

Good question. Much information is available online – vendor websites, vendor review directories, and analyst reports. Vendor websites are primarily for promoting their wares. Many review websites focus on the overall experience and broad capabilities, not detailed features and functions. Analysts’ reports are expensive and do not provide fine-grain feature listings. Furthermore, if you and your team were to scrape and compile information from external sources, and conduct whiteboard requirements sessions internally, the time, effort, and expense would be exponentially expensive. Our call center business requirements list provides a springboard for you to customize and tailor to your specific use cases and needs.

Fine Print:

• We do not offer returns, refunds, or replacements as we sell digital products.
• What we are offering is a generic Business Requirements List. It may or may not fit your company’s needs and requirements.
• Depending on the software life cycle methodology, you may need to convert the raw list of requirements to use cases, agile stories, and other artifacts.
• Sold on an as-is basis and without any implied or explicit warranties
• Consultants and consulting firms have different pricing tiers.
• The sale does not include customization or implementation help. Additionally, we do not offer any support for digital products.
• Please review our standard terms of service.

To purchase Business Requirements for other software areas, please visit our Business Requirements Category