• E-mail – 5%
• Chat – 5%
• Voice Mail – 5%
• IVR – 5%
• Outbound dial – 5%
• CTI integration – 5%
• URL Browsing – 5%
• CRM support – 5%

Total Cost (20%)The document is intended to be a professional document, and shall only address the company’s business requirements and concerns.The document should assign a numeric value/score to each check list item for each vendor’s solution.The document should have statements justifying the score given to each feature in the cross-vendor evaluation.The primary grading emphasis will be on the similarities and differences among vendors in terms of each checklist item.Use each week’s lecture, reading assignments, labs, and discussions as guidance and supporting information for your paper.The plagiarism policy is in effect. References to specific product information must be cited throughout the document.APA formatting is required for the document.The document shall be your individual and original work. This is not a team project.Questions concerning the preparation of this document may be discussed in weekly Q & A discussion forums.

Milestones

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Week 1: You are strongly encouraged to review and prepare for the Course Project. Post any questions in the Q & A Forum.

Week 2: The RFP outline is due and is worth 20 points. Submit it to the Week 2 Course Project Dropbox. Please read the Week 2 Deliverable (Outline) Rubric below to understand how your deliverable will be graded. Post any questions in the weekly Q & A Forum.

Week 4: The ACD-IP PBX vendor selection is due and is worth 50 points. The derivable should include a numerical matrix indicating the score assigned to each vendor for each checklist item. Add the matrix or table to the corresponding section of the Outline, and submit it to the Week 4 Course Project Dropbox. Please read the Week 4 Deliverable (ACD-IP PBX vendor selection) Rubric below to understand how your deliverable will be graded.

Week 6: The finalized RFP is due and is worth 100 points. Provide detailed analysis of your company’s needs and your vendor selection. It should provide a compelling story in terms of total cost of ownership, product features, scalability, training possibilities, vendor support, performance, and reliability of the solution. Submit it to the Week 6 Course Project Dropbox. Please read the Week 6 Deliverable (finalized RFP) Rubric below to understand how your deliverable will be graded.

Grading Rubrics

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 Week 2 Deliverable (Outline) Rubric

 Documentation, Editing, and Formatting 5 25

A quality document should have zero to minimal spelling, punctuation, or grammatical errors.

A quality document includes a title page, appropriate sections based on a table of contents (TOC), an abstract or executive summary, proper citations, and a bibliography. It conforms to APA guidelines, including citations and references.

 Organization and Cohesiveness 5 25A quality document should include an introduction based on a well formed thesis statement. The introduction should establish students’ understanding of project requirements and the goal for completing the project. Sentences and paragraphs should be clear, concise, and factually correct. Content10 50A quality document should address checklist items for comparing ACD-IP PBX vendors and products. The document should demonstrate that a sufficient amount of research and due diligence have been performed to date in completion of the final project.  20100A quality document will meet or exceed all of the above requirements. 

Week 4 Deliverable (ACD-IP PBX Vendor Selection) Rubric

 Documentation, Editing, and Formatting 10 20

A quality document has zero to minimal spelling, punctuation, or grammatical errors. A quality document includes a title page, appropriate sections based on a table of contents (TOC), an abstract or executive summary, proper citations, and a bibliography. It conforms to APA guidelines, including citations and references.

 Organization and Cohesiveness 10 20

A quality document includes an introduction based on a well formed thesis statement. The logical order of its content is derived from the thesis statement. Sentences and paragraphs should be clear, concise, and factually correct. The content will be properly subdivided into sections following the outline/TOC. In a quality document, the conclusions section should summarize the previously presented content, and complement the thesis statement in the introduction.

Content30 60

A quality document should provide a numerical evaluation matrix scoring each checklist item for each vendor, using the provided ACD-PBX document. ACD-PBX Doc A quality document should demonstrate a significant scope and depth of research to support recommendations and conclusions. A quality document should demonstrate sound reasoning and logic when reaching conclusions. Illustrations and/or examples are encouraged.

50100A quality document should meet or exceed all of the above requirements. 

Week 8 Deliverable (Finalized RFP) Rubric

 Documentation, Editing, and Formatting 10 10

A quality document should have zero to minimal spelling, punctuation, or grammatical errors. A quality document should include a title page, appropriate sections based on the table of contents (TOC), an abstract or executive summary, proper citations, and a bibliography.It conform to APA guidelines, including citations and references.

 Organization and Cohesiveness 1515

A quality document should include an introduction based on a well formed thesis statement. The logical order of its content is derived from the thesis statement. Sentences and paragraphs should be clear, concise, and factually correct. The content is properly subdivided into sections following the outline/TOC. In a quality document, the conclusions section should summarize the previously presented content, and complements the thesis statement in the introduction.

Content75 75

A quality document should justify the vendor selection by scoring each check-list item of a vendor. A quality document should demonstrate a significant scope and depth of research to support recommendations and conclusions. A quality document should demonstrate sound reasoning and logic when reading conclusions. illustrations and/or examples are encouraged.

100100A quality document should meet or exceed all of the above requirements. 

Best Practices

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Here are some best practices in preparing for the Course Project.

• Start your research as early as possible, preferably in Week 1.
• Use academic and professional journals, magazines, non-biased websites, etc., as your references. Notice that an extensive use of a vendor’s literature for evaluating its products usually results in a biased perspective.
• Create a functional outline before you begin to write your document. Use the outline as your compass while writing to maintain proper organization and cohesion of the document. It is acceptable to adjust the outline in the process of completing the Course Project.

 

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