Early in 2018, a Public Transit Authority issued an RFP to secure the services of a technology consulting firm to assist with assessing their current contact center environment and researching current industry trends and options.
The Highway Authority provides regional support for the toll highway that runs along the eastern perimeter of a metropolitan area. Their current contact center platform supported over 100 agents and had been experiencing on-going service issues. The Highway Authority felt the current system was complex and difficult to manage, and with limited staffing they also wanted to consider hosted solutions as an option for them. In conjunction with the contact center project they wanted a consulting firm to determine the best course to proceed with selecting an outsourced IVR -Credit Card Payment solution.
The Highway Authority had determined that the selected consulting firm would research the top leading industry contact center providers that should be considered for this project. To achieve their objectives, the consulting firm would work with the client team to provide an assessment of their current state, gap analysis, document next steps in a procurement process, and deliver a final Business Requirements Document.
The Highway Authority interviewed and received proposals from three top national consulting firms. They determined that of the three top contenders, Com-Strat had a clear understanding of their business objectives. With local presence in Denver CO, and substantial references in their vertical market, Communication Strategies was selected to head up their project.
