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When you want to hear what your customers truly have to say, you are on the path to transforming your business. The trouble today is that customers have so much to say across so many channels that companies need a solution for transitioning from voice-only contact centers to omnichannel customer engagement models. The answer lies in customer engagement analytics, or speech analytics. But, there are so many trends and tools available that you need to ensure you choose the one that is right for your organization.
The key is in the Request for Proposal (RFP). You must know which questions to ask and which information to include when drafting your speech analytics RFP so you are sure to select the right solution for your existing and future needs.
Continue reading to learn more about Request for Proposals for speech analytics to help you improve customer engagement and deliver consistently outstanding customer experiences.
Create the Most Effective RFP for Speech Analytics by Asking the Right Questions
An effective RFP needs to start with the right questions. After all, asking the right questions will help you find the right speech analytics solution for your company. It may help to group your questions into financial, technical, and operational considerations.
Business Value/ROI – At the end of the day, the business value of the solution you choose must be appealing to all decision makers. You need to ask the right questions to get at the heart of the speech analytics solutions in consideration.
Pricing – Keep in mind that the cost for speech analytics solutions often involves the license fee and professional services.
Total Cost of Ownership – You need to know the bottom line when selecting your speech analytics solution. Ask questions to get a clear picture of total cost.
Architecture– Focus on determining how the speech analytics solution is built to evaluate whether it will meet your contact center needs.
Data Processing – Analytics comes down to data. Focus questions on determining exactly how the solution uses data and creates analysis reports.
Implementation – Your speech analytics solution will work effectively only if it is implemented properly. Ask questions to ensure that it will be.
Information to Look for in Response to Your RFP for Speech Analytics
Of course, your questions won’t do you any good if you aren’t sure what to look for in response. A few of the most critical features and functions it should include:
Of course, your RFP should be customized to address your organization’s specific application requirements. Starting with these essentials provides a solid foundation that ensures that you’re provided with the vital information to make an informed decision. Consult with key stakeholders and end users to incorporate other essentials that impact usability and functional requirements to develop a comprehensive, organization-specific RFP.
An RFP is an essential tool for selecting the speech analytics vendor with the features and capabilities your business requires. Asking the right questions and carefully analyzing every proposal is the first step in choosing the right vendor.
What vital questions do you ask in your RFPs for speech analytics?
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