Our contact centre solution had been in place for five years and we were keen for a comprehensive market review. We recognised the need for an independent expert to assist us and selected CCA based on their experience and market reputation.
We proposed an “agile” approach that required an RFP to be completed within four weeks, responses from vendors within 3 weeks and a recommendation within a further 3 weeks. It was a challenging task given the need to engage a project team of 10 cross-functional staff whilst an implementation of Salesforce CRM was also underway and the Christmas break intervened. Nevertheless, CCA took all this in their stride and managed to extract our business requirements, compile the RFP and facilitate an objective, efficient and rigorous evaluation of the responses in a manner that resulted in praise from all internal stakeholders as well as the short-listed vendors.
We met our objectives and CCA was integral in ensuring there was unanimous buy-in and agreement with regards to the recommendation.
I can highly recommend CCA for their knowledge, professionalism, objectivity, ability to engage stakeholders and focus on getting things done.