Questionnaire helps to qualify prospects and also scope technical requirements for an initial pilot.

 

Sales Questionnaire

Initial Qualification

The following questions will help determine the relevance of CBA solutions for a given sales prospect.

  1. Does your company have one or more customer-facing mobile applications? If so, would enhancing these apps with real-time collaboration capabilities be of value? What about customer or partner-facing websites, portals, or even kiosks?
  2. In your company’s day-to-day operations, is there heavy collaboration between corporate staff and field personnel? If so, would solutions that enhance mobile collaboration between employees be of value?
  3. Does your company track Net Promoter Score or a similar customer satisfaction metric for various channels? Are you looking for ways to improve loyalty and conversion rates within mobile and web channels?
  4. Are you looking for cost-effective ways to integrate your established contact center & IVR services with mobile and web channels to drive Omnichannel experiences, such as IVR bypass, context-based routing, callback, and other scenarios?
  5. Is your company investigating WebRTC-based solutions for plugin-less in-app real-time communication? If so, are you looking for solutions that integrate with existing enterprise collaboration infrastructures? 
  6. Do you offer a web chat service to customers? If so, how does a customer engaged in a web chat escalate to a voice or video call if more high-touch assistance is needed? Is the experience seamless or must the customer call your 800 number and start over?
  7. Does your company have budget for digital strategy and online/mobile customer experience projects?

Solution Scoping

The following questions will help determine the scope of the project in terms of license requirements and resources for implementation services.

  1. How many users, experts or agents are included in the project?
  2. What is the maximum number of concurrent interactions that need to be supported?
  3. If real-time communication within the browser is in scope for this project, what browser platforms need to be supported? Please indicate if there is no preference.
  4. Do any use cases involve embedding communication within mobile applications? If so, please specify which mobile platforms need to be supported (i.e. iOS and/or Android)
  5. If integration with enterprise collaboration infrastructure is in scope, what communication, PBX, SBC or other products are involved? What version(s)?
  6. If contact center or CRM integration is in scope, please provide the platform(s) and version(s). If agent desktop integration is required, please indicate the platform (e.g. Finesse, Desk.com)
  7. Will this project require any application development or consulting work by CBA or a third party, or will in-house developers utilize the toolkits for app integration?
  8. Is the pilot restricted to the internal network, or is public network access required?
  9. Is high availability required for the server-side signaling and media components?
  10. Is remote access available so that CBA engineers do not have to travel to site to perform software installation and integration with approved components?
  11. Which of the following capabilities are in scope for this project:
    • In-app voice, video or chat
    • Audio and/or video transcoding
    • In-app audio/video integration with enterprise SIP endpoints
    • Live Assist (co-browse, remote app control, file push, annotation)
    • Contact center or CRM integration with context passing for session correlation, proper queuing, IVR bypass or callback
    • Omnichannel support for seamless escalation between interaction modes
    • Dynamic visual rendering of VXML for mobile self-service / visual IVR