RFP Guide: Choosing a Hosted Voice Self-Service Solution
an Envox White Paper

Contact centers increasingly rely on voice self-service solutions to automate customer service inquiries without compromising caller satisfaction. That's because voice self-service solutions are designed to provide better customer service by shortening wait times and providing callers with 24x7 access to their accounts. Plus, they help customer service organizations lower contact center costs by reducing the need for customer service agents.

Our research shows that a growing number of businesses are choosing to purchase voice self-service solution-as-a-service from the hosted service provider instead of deploying the solutions on their own premises. Hosted services accelerate the time to deployment and significantly reduce upfront capital expenditures by wrapping the costs of application development and deployment into a monthly usage fee. To aid in the vendor selection process and ensure that an organization can compare one proposed solution to another, most organizations issue a "Request for Proposal" (RFP) and carry out a thorough evaluation of vendors and their proposed solutions. The RFP process is a critical step in deploying a hosted voice self-service solution that will ensure that the organization selects a vendor and solution that satisfies both the technical and business requirements. This document serves as a guide through the process of drafting a RFP to solicit bids from vendors of voice self-service platforms offered "on-demand" or as services provided by third-parties.