"*" indicates required fields Step 1 of 14 - Welcome 7% Contact Centre Technology Wizard Welcome to the Contact Centre Technology Wizard. To enable us to find the best-fit suppliers, please confirm your requirements by completing our online wizard. We appreciate there are a lot of questions but the questions we asked are based on decades of experience to ensure we can make the right recommendations for you and anything less would compromise the outcomes for you. Click the 'next' button to get started. Solution Type Please confirm the type of solution you are seeking.Solution Type*How would you best describe the technology solution you need?I need a specific solution with no integration requiredI need to add a specific solution that integrates with my existing platform(s)I need to upgrade parts of my contact centre platform to increase capabilities/functionsI need to upgrade my current platform and maintain integration with some core internal systemsI need a new contact centre technology platform Contact Centre Platform Features/CapabilitiesWhat would best describe your requirements?*I want one system that can do everything out of the boxI want a core system with modules I can add on as neededI want a system that can be easily integrated with other platformsWhat Customer Channels should the technology solution support or enable?* Phone (landline) Phone (mobile) Email Live Chat/Web chat SMS Website Video Social Media Face to Face/in-person Letters/written corrospondence Not Applicable Please select the features/capabilities you need*Select as many as you require. Please note that the more features you add, the higher the likely price. IVR (Press 1 for this, 2 for that) Intelligent IVR Skills Based Routing Computer Telephony Integration (CTI) Remote/Work from Home capability Call Recording Screen Recording Intelligent Callback Knowledge Management Speech Analytics/Recognition Workforce Management Dialler (Outbound/Automatic) CRM Payment Processing/PCI Artificial Intelligence (AI) Robotic Process Automation (RPA) Chatbot/Virtual Agent Conversational AI Screen Sharing/co-browsing End of call surveys Quality Monitoring/Assessment Customer Feedback/Voice of the Customer (VoC) Gamification Call Analytics Dashboards/Business Intelligence Technology SolutionWhat Customer Channels should the technology solution support or enable?*Tick all that apply Phone (landline) Phone (mobile) Email Live Chat/Web chat SMS Website Video Social Media Face to Face/in-person Letters/written corrospondence Not Applicable What type of technology do you need?*Please confirm the technology component you are seeking to acquire. IVR (Press 1 for this, 2 for that) Intelligent IVR Skills Based Routing Computer Telephony Integration (CTI) Remote/Work from Home capability Call Recording Screen Recording Intelligent Callback Knowledge Management Speech Analytics/Recognition Workforce Management Dialler (Outbound/Automatic) CRM Payment Processing/PCI Artificial Intelligence (AI) Robotic Process Automation (RPA) Chatbot/Virtual Agent Conversational AI Screen Sharing/co-browsing End of call surveys Quality Monitoring/Assessment Customer Feedback/Voice of the Customer (VoC) Gamification Call Analytics Dashboards/Business Intelligence IntegrationIs the system required to integrate with any current technology within your business?*YesNo integration is requiredWhat type of integration is required?*Integrating with your existing (or planned) platforms can provide additional functionality, improve efficiencies and improve the customer experience. Please confirm what type of integration you require. With our CRM Tool With our IT Platform With our Payment Gateway Other What is the name of your CRM tool requiring integration?* What is the name of your IT Platform requiring integration?* What is the name of your Payment Gateway requiring integration?* Integration requirements*Please provide information about the type of integration you require. DeploymentTechnology Deployment Preference*Select how you would like the technology to be deployed. Cloud/hosted On premise No preference/unsure Who is likely to be responsible for maintaining/managing the technology in your business?*Contact Centre TeamIT Department/TeamJoint responsibility between IT and Contact Centre TeamOtherPerson/area responsiblePlease let us know who you expect to be responsible for the solution within your business. TimelinesImplementation Timeline*How quickly do you need the solution to go live?ASAPWithin 1 MonthWithin 3 MonthsWithin 6 Months6 to 12 MonthsMore than 12 monthsEstimated Length of Deployment*How long do you expect to use the solution?Campaign only (less than 4 weeks)Short term project (Under 6 months)Medium term (6 months to 3 years)Long term (3 years +) Customer SupportDo you need ongoing customer support?*This can be for technical support, account management etc.YesNoCustomer Support Location*Do you have a preference for the location of the customer support?It has to be Australian BasedMy preference is Australia but I can live with offshoreOffshore is no problemDon't care either wayCustomer Support Availability*Confirm what availability of Customer support is important to you. Note that 24/7 support may increase costs.Business HoursExtended Hours24/7Support Response Times*If you needed to contact customer support, how quickly do you need a response for an urgent /priority one issue?ImmediatelyWithin 15 minutesWithin 1 hourWithin 2 hoursWithin 4 hoursWithin 8 hoursWithin 24 hours Pricing & CommercialsSolution Cost Guide*There are a wide range of suppliers who are all keen to win your business and naturally, price is always a consideration. How would you best describe your situation?I need the lowest cost solution and are willing to sacrifice some functionality.I need the lowest cost solution that will meet my needs.I need a good balance between price and value.Price is still important, but I need a proven solution that will work and is fully supported.I'm looking for a premium solution and everything that comes with it.Commercial Model Preferences*Select the type of pricing proposals you are open to receiving. Per user, per month Per user, annual Usage costs (e.g. per minute, per hour etc) Fixed Monthly costs - no scaling Purchase Outright Scale/SizeHow many users do you expect to use the solution on implementation?*Tick the one most applicable Less than 5 5 to 10 11 to 25 26 to 50 51 to 100 101 to 250 251 to 500 500 + How do you expect the solution to scale over time?*This can assist with ensuring the right solution provider is provided for you. Significant decreaseSlight decreaseStay the same/No changeSlight increaseSignificant increase Supplier AttributesTop Four Supplier Attributes Preferences*Thinking about selecting the right supplier for your business, what attributes are most important to you? Select the top 4! Local case studies and references Local offices and support Expertise of employees Stability of senior management team Experience in your industry sector/vertical High number of available integrations with other solutions Proven commitment to continuous improvements Transparent roadmap on future enhancements Transparency on customer feedback Recent & relevant customer testimonials Support of local industry (i.e. members of ACXPA, running local events etc) Supplier Profile Preference*Again, thinking about the best fit for your business, what supplier would you consider (select your top three): A new player hungry to prove themselves A small company with some runs on the board An established company with a good reputation but no experience/customers yet in Australia A large company with lots of resources and references in Australia Don't care as long as they can meet the requirements Additional InformationAdditional InformationIf you have any other requirements we've missed, need to exclude certain providers etc or have some other information that may be useful in helping source a provider for you please add it below. Contact Details So we can make the relevant introductions to suppliers and/or contact you if we need to confirm any details please provide us with your contact details. Name* First Last Business Name* Industry Sector/Vertical*Accounting/FinanceAdvertising/Public RelationsAerospace/AviationArts/Entertainment/PublishingAutomotiveBanking/MortgageBusiness DevelopmentBusiness OpportunityClerical/AdministrativeConstruction/FacilitiesConsumer GoodsCustomer ServiceEducation/TrainingEnergy/UtilitiesEngineeringGovernment/MilitaryGreenHealthcareHospitality/TravelHuman ResourcesInstallation/MaintenanceInsuranceInternetJob Search AidsLaw Enforcement/SecurityLegalManagement/ExecutiveManufacturing/OperationsMarketingNon-Profit/VolunteerPharmaceutical/BiotechProfessional ServicesQA/Quality ControlReal EstateRestaurant/Food ServiceRetailSalesScience/ResearchSkilled LaborTechnologyTelecommunicationsTransportation/LogisticsOtherJob Title* Email* Phone*If a supplier or we need to contact you. If providing an Australian mobile, you don't need to include the first 0. Your level of Contact Centre Technology experience?*Thinking about your own level of expertise, how would you best describe yourself?It's all quite new to meI know a little bit but still learningI consider myself quite knowledgeableI would consider myself exteremely knowledgeableLet's just say I'm often called a tech guru! Business ReadinessHow would you describe your business readiness?*I've got budget approval and I'm ready to go!I'm keen to move but need to get budget approvalI'm just evaluating the market to develop a business caseI want to create a shortlist to invite suppliers to a procurement processOtherBusiness Readiness*Please explain your business readiness so the suppliers are aware of your situation and can adjust their proposal accordingly.Are you the decision maker?*Yes, I'm the sole decision makerYes, but I will seek guidance from other internal stakeholdersNo, but I will make the recommendation for others to approveNo, I've been asked to pull together a shortlist for others to decideOtherOther Decision Maker(s)*Please explain the decision making process so potential suppliers are clear on what to expect.Finally, how did you find out about CX Connect?*Australian Customer Experience Professionals Association (ACXPA)ACXPA Supplier DirectoryCX CentralLinkedInGoogle SearchRecommendation/ReferralOtherTell us more!*We'd like to say thanks where its possible.Next steps We'll manually review your requirements and identify the best-matched suppliers for you (typically within 24 hours during the week). We'll then provide your contact details to the recommended suppliers with instructions to contact you/provide a proposal directly to you. We take your privacy seriously. You can read our policies now (they'll open in a new page for you) Privacy Policy, Collection Notice as well as our Website Terms of Use. By clicking the submit button you are providing your consent to those policies. We're here to support you at all times. View the Contact Us page for contact details. Lead ID NumberPhoneThis field is for validation purposes and should be left unchanged. All submitted data is secured at our Australian-based datacentre and all information is strictly confidential and protected by our Privacy Policy
