• Briefly describe your company, its products and its customers and then its strategy detailing how it normally has contact with new and long-term customers. [1 mark]
• Briefly describe how you staff your helpdesk – hours of service; number of staff; competencies of staff; escalation procedures and service level agreements. [1 mark]
• Define four related KPIs. [1 mark]
• List the various channels that your customers may use to contact you and the channels you would use to contact them (eg eMail). [1 mark]
• List the core requirements the Unified Communications tools must provide – classify them as Mandatory/Important/Beneficial. [2 marks]
• Search for 3 possible solutions on Google and very briefly describe them [1 mark].
• List the criteria you would use to perform a weighted scoring analysis of various packages showing the percentages (which must add to 100%). Note: you must include costs in some form. [1 mark]
• Complete the Weighted Scoring Analysis of the 3 packages. [2 marks] and summarise your conclusion.
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