This project will introduce you to an important role of IT/Network Managers: To select an IP PBX solution for the new call center at a company’s headquarters based on the evaluation of the company’s needs and vendors' VoIP product features. The Chief Information Officer (CIO) would like an 8- to 10-page document (double-spaced, font size 12) that addresses the following tasks.
After a numerical-matrix evaluation, select one solution from a list of vendors, containing features and capabilities to potentially meet your company's requirements.
This will introduce the document for the readers. It will provide the readers with enough information to quickly glance what the document is all about, it’s different sections and what the readers can get out of it.
This section will provide information about the company for the intended audience. It will contain a brief overview of the company. It will include information about the different departments of the company, key processes, statistics, client demographics among others. Apart from this, it will also provide information about people who will be using the given system. This section furthermore will have three different sub-sections i.e., the purpose for which the given system will be needed. It will also possess information about the existing solutions already implemented in the company as well as provide the reader with enough reasons as to why the existing solution fails to meet the requirements posed by the company.
This section will give a brief overview of why does the company needs such a system. It will also include information regarding how does the company uses or will use such a system.
If the company already has a system in place, then it’s description will be given here. It will include brief information on the existing solution, it’s features, usecases and technical aspects. It will also include information regarding how is the system used.
This will provide details regarding why the above solution fails to satisfy the needs of the company. It will be brief but include all the relevant details regarding the ineffectiveness of the existing solution.
This section will be based upon and continuation of three sub-sections given in the background i.e., purpose of the system, the existing solutions and the reasons why it fails to satisfy the needs of the company. It will present requirements and expectations of the company from the new system. It will include the following information but not limited to it such as the experience and connectivity expected out of the system, the experience of the company, platform support, the size of the business it can support, connectivity to legacy systems, multimedia support, email, chat and voice mail support, then IVR, outbound dial, CTI integration, browsing support, integration with popular CRM systems and must also have a suitable pricing.
This section will provide a brief information about the current offerings in the market. It will list down some of the most popular enterprise solutions for IP PBX. It will also have two different sub-sections that will present a brief industry scenario and system analysis for the recommended solutions.
In this section, an industry overview will be given regarding the IP PBX solutions. It will also present latest developments, trends and some best practices regarding the same.
This section will provide an analysis of the systems which have been narrowed down based on a numerical matrix evaluation.
This will be the last section of the document. Based on the numerical matrix evaluation done earlier, this section will provide the recommendation of the final choice. It will also present features and benefits of the final choice as well as the improvements it will bring to the company.