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 Home > GOLDBOOK 2004 > BPO E-MAIL RESPONSE MANAGEMENT: Bundled, It Works So Well
  GOLDBOOK 2004
BPO E-MAIL RESPONSE MANAGEMENT: Bundled, It Works So Well
Continued from page: 1
Thursday, March 11, 2004

BUYING TIPS

  • Look for a product that is rich in features and enables extensive customization. Being in a service industry and working in a multi-client environment, this is the most distinguishing feature in this product category.
  • The product has to be modular, to facilitate frequent changes. It should support changes being made in just one or two steps, without the need for extensive procedures.
  • The product must be able to integrate with existing systems in the organization, such as the ACD, database, and workflow systems.
  • It should be easy to integrate with the existing e-mail systems.
  • Consider the initial investment in the ERM as well as the AMC charges. In determining the initial cost, you must also consider the total number of mail servers required.
  • It is important that the ERM supports automatic escalation, as it helps maintain efficiency levels.
  • Compare the RoI on existing solution (if any) vis-à-vis the RoI for a new turnkey solution.
  • Find out whether the stability, backups options, and the product roadmap meet your business requirements.

  • Find out the licensing and pricing arrangement.

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